Title: CSMA Operational Manager

State Role Title: Prog Admin Manager II

Hiring Range: $80,000.00 - $92,000.00

Pay Band: 5

Agency: Department of Motor Vehicles

Location: CSM ASSISTED SERVICE

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

We are seeking a highly motivated and skilled Contact Center Operations Manager to lead our dynamic customer service team. This role is ideal for a results-driven professional with strong leadership skills, deep knowledge of contact center technologies, and a passion for improving both customer and employee experiences.

Key Responsibilities

• Oversee daily contact center operations, ensuring service levels and performance goals are consistently met.
• Monitor real-time performance using telephony and workforce management tools, adjusting resources as needed.
• Analyze operational metrics, identify trends, and provide actionable feedback to improve efficiency and service quality.
• Lead, motivate, and develop a diverse team in a high-volume environment, fostering engagement and professional growth.
• Collaborate with stakeholders to align operational strategies with organizational objectives.
• Implement problem-solving approaches to resolve operational challenges quickly and effectively.
• Drive continuous improvement initiatives, including process enhancements and training programs.
• Monday - Friday remote position with Saturday coverage as needed.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values. We live them!

Minimum Qualifications

• Knowledge of Contact Center Telephony Systems, including real-time monitoring tools and call routing.
• Proficiency in analyzing performance metrics and providing actionable feedback to improve operations.
• Strong communication skills for engaging effectively with team members, customers, and stakeholders.
• Ability to manage, motivate, and develop a diverse team in a high-volume environment.
• Basic understanding of workforce management tools for resource allocation and scheduling.
• Problem-solving skills for addressing operational challenges and making informed decisions.

Additional Considerations

• Advanced knowledge of telecommunication systems, including Virtual Call Center routing and workforce management tools.
• Expertise in statistical analysis and data-driven decision-making for optimizing performance.
• Proven ability to foster a positive work environment through effective employee relations and recognition programs.
• Skill in designing and delivering training programs tailored to remote and virtual workforce needs.
• Advanced analytical abilities for interpreting trends and aligning operational goals with organizational objectives.
• Experience managing remote or virtual teams with a strong focus on telecommunication tools and workforce management.
• Prior experience in analyzing operational data and implementing process improvements in a high-volume environment.
• Leadership experience in fostering team engagement and driving continuous improvement initiatives.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Please note: The position can either be fully remote or you may work from Richmond Headquarters. If you choose to work from home, you must be able to troubleshoot any technical/connectivity issues. If connectivity isn't established after 30 minutes, you must report to your assigned DMV location.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to assess your skills in the screening process properly. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone: (804) 367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.