Address:  3565 S Broadmont Dr
City: Tucson

Salary: $43,099.06 

Grade: 18

Responsible for supervising, quality control, best use of resources and consistent application of Arizona Revised Statutes (ARS), rules, regulations, policies and procedures, and measuring effectiveness of work performed by subordinate personnel; delegates work assignments, determines training needs, provides instruction and counsels staff, also enforces motor vehicle laws within established guidelines; responsible for consistently resolving difficult complaints/problems, for making administrative decisions, and statute interpretations disseminated. Conduct oral and telephonic interviews and/or investigations regarding violations; review court documents, driver's records, and title and registration (T&R) printouts to correct driver improvement actions; may review accident reports to determine compliance with financial responsibility laws; research and compose correspondence, perform related work as required. Operate a computer for data storage and retrieval.

Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

Supervise Level 2 Contact Center personnel; approve, reject or deny T&R applications and legal documents in order to assure compliance to ARS and
MVD directives, rules, regulations, policies and procedures; assure security, integrity and confidentiality of assigned inventories, MVR and computer
records and computer terminal access.

Participate and conduct on the job training for new hires; conduct weekly coaching sessions for each agent; accumulate data and report statistics on
activities completed in a workday.

Research problem cases elevated through Customer Service Leads, Level 2 Agents, and senior management; determine steps necessary to achieve
eligibility and compliance for the issuance of either driving credential, vehicle registration, or reinstatement of driving privileges; explain compliance
requirements and the rationale for such requirements, as well as the penalties for noncompliance.

Approve processed applications, return rejected or denied submissions for correction in the course of issuance of title/driver license reinstatements,
permits and mandatory insurance verifications related to relevant portions of the ARS, Motor Vehicle Code, administrative regulations, policies and
procedures.

Assure security and valid reconciliations of collected revenue; produce bank deposits in compliance with prescribed accounting standards; certified in
vehicle inspections; determine proper identity of a vehicle as well as possible stolen vehicles, using various data bases.

Maintain agent attendance/performance records; identify/address concerns, assure compliance with MVD and HR directives; query, update and/or
create computer records; review MVR for driver improvement actions, outstanding citations, suspensions, revocations or warrants to determine
eligibility for driver license; analyst historical records including the National Registry.

Knowledge of:
* ARS Title 13, 28, 41 and Federal Motor Carrier Services Administration.
* MVD Operational policies and procedures, National Motor Vehicle Title License Information System, Electronic Lien Title, Commercial Driver's License Information System, Problem Driver Pointer System policies and procedures and MVD organization.
* Applicable MVD software, databases, screens and codes.
* Public relations office practices and problem solving techniques.
* Practices for control and security of equipment, facilities, cash, forms and records.
* Motor Vehicle laws, rules and regulations.
* State and County Voter Registration policies and procedures.
* Principles and practices of effective public administration, supervisory principles and techniques.
* Management, personnel hiring and disciplinary practices.
* Symposium Contact Center Web Based Program to monitor agent performance standards.

Skill in:
* Highly developed customer service skills;
* Strong oral and written communication skills.
* Research analysis and decision making skills.
* Proficient in computer software and Google Workspace.
* Leadership, multi-tasking and organization skills.
* Strong employee relations skills.
* Interpreting motor vehicle laws and regulations.
* Resolving compliant discrepancies and problems in an expedient manner.
* Supervising multi-location operations and subordinate staff.

Ability to:
* Utilize interpersonal skills to communicate effectively.
* Handle high call volumes as well as operate network/personal computer, calculator, fax, copier, credit card machines and multi-line telephone systems.
* Understand and apply ARS Titles 13, 28, 41.
* Learn and interpret CDL, PDPS and ELT policies and procedures and MVD organization.
* Coach and develop employees, including continuous improvement practices and principles

1+ years served in a supervisory capacity.

Valid Arizona Driver's License.
Background check required.

As this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.