Title: CC Workforce Data Analyst 00041

State Role Title: Gen Admin Supv I/Coord I

Hiring Range: $60,160 - $69,184

Pay Band: 4

Agency: Department of Motor Vehicles

Location: REMOTE

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

The Virginia Department of Motor Vehicles (DMV) is seeking a highly skilled and analytical Contact Center Workforce Data Analyst to support and enhance the performance of its high-volume customer contact center operations. This position is responsible for the administration, optimization, and troubleshooting of cloud-based contact center technologies, as well as data analysis to improve operational efficiency, service delivery, and workforce performance.

The successful candidate will demonstrate strong technical expertise, sound judgment, and the ability to collaborate effectively with internal teams, vendors, and stakeholders in a fast-paced, service-driven environment.

Key Responsibilities

• Manage, maintain, and optimize cloud-based Automatic Call Distribution (ACD) and telecommunications systems to support contact center operations.

• Administer and support Nice InContact VCC, Max Softphone, Studio Virtual Communicator (VCE), and related call routing and quality monitoring tools.

• Analyze call center performance data to identify trends, recommend improvements, and support workforce scheduling optimization.

• Troubleshoot and resolve technical issues within cloud-based contact center systems in a high-volume operational environment.

• Develop and present data-driven insights and recommendations to leadership and stakeholders using reports, dashboards, and presentations.

• Collaborate with internal business units, IT teams, and external vendors to address technical and operational challenges.

• Support continuous improvement initiatives focused on service quality, efficiency, and customer experience.

• Maintain professionalism and service excellence while managing high-pressure situations and competing priorities.

• Ensure compliance with ethical standards, agency policies, and best practices in all decision-making and interactions.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID cardholders, as well as over 8.4 million registered vehicles. In addition, the DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and nonprofit 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

• In-depth understanding of contact center operations, including cloud-based ACD systems, call routing programming, and quality monitoring systems.
• Expertise in managing and maintaining cloud-based ACD telecommunication systems, including Nice InContact VCC, Max Softphone, and Studio Virtual Communicator (VCE).
• Strong ability to analyze data for scheduling optimization and operational improvement.
• Proficiency in troubleshooting technical issues in cloud-based systems within high-volume environments.
• Advanced skills in analyzing complex data, identifying trends, and making data-driven decisions.
• Proficiency in Microsoft Office Suite, especially Excel, Word, and PowerPoint.
• Excellent verbal and written communication skills, effectively engaging technical and non-technical audiences.
• Ability to provide high-quality service and handle high-pressure situations with professionalism.
• Strong ability to address technical and operational challenges effectively.
• Flexibility to adjust to shifting priorities and work environments.
• Ability to work collaboratively with internal teams, vendors, and stakeholders.
• Commitment to ethical standards and integrity in decision-making and interactions.

Additional Considerations

NA

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.

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, DMV will be alerted of any moving violation convictions, including suspension of license.

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.