This is the second class in the DMV Customer Service Center Management Series. Positions in this class serve as an assistant to a DMV Customer Service Center Manager Senior in the largest DMV Customer Service Centers. Positions have responsibility for coordinating the service center functions and resources to produce efficient and timely delivery of a variety of DMV programs and services to the public. Positions in this class take steps to improve workflow, reduce lines and customer wait time by shifting functions, scheduling employee work shifts and directly assisting customers with transactions and services. Positions in this class support and assist service center employees with complex transactions, interpretations of procedures, statutes or laws and the resolution of questions and complaints from the public. This class may also independently operate a small, remote facility, such as a satellite office, training, information or dealer center. This class is distinguished from the DMV Customer Service Center Operations Coordinator class by the increased complexity, scope and impact of actions associated with operations management of the largest Customer Service Centers with a large staff, high transaction volume and a high proportion of clientele with special needs. This class is distinguished from the DMV Customer Service Center Manager by the latter class’s supervisory and human resources responsibility, authority and primary responsibility for managing a DMV field facility involved in the delivery of programs and services to the public.

Complexity of Work: Performs work of considerable difficulty involving the coordination of customer service center functions with the resources(employees, equipment and space) to provide efficient and timely service to the public. Schedules multiple employee shifts, approves leave and assists employees with complex transactions and interpretation of policies, procedures, statutes and laws. Takes steps to improve workflow, reduce customer lines and wait times by screening customers, shifting functions, reassigning employees work stations and directly assisting customers with transactions/services. Runs reports from the queuing system to track and analyze, wait times, transaction volume, etc. in order to adjust office activities, coordinate functions and shift resources to meet changing office conditions. Devises procedures for serving customer needs during computer downtime and for special population groups such as the disabled, illiterate, and non-English speaking customers, without adversely impacting the service to others. Plans and schedules the training of technical support staff. Serves as acting manager in the absence of the DMV Customer Service Center Manager Senior. May independently manage a remote facility or satellite center.

Supervision Given: Coaches technical staff in customer service and provides assistance to staff engaged in DMV’s regulatory, tax collection and accounting functions.

Supervision Received: General Supervision is received from a DMV Customer Service Center Manager Senior who establishes work priorities, goals and general direction for the center.

Scope: Coordinates functions with available resources to deliver programs and services provided to the public by the Customer Service Center staff in a timely and efficient manner.

Impact of Actions: Work affects the efficiency and effectiveness of services provided to the public by the Customer Service Center staff. Decisions and actions affect the public image of the agency, the legality of the completed work, and the social, economic and physical well being of citizens within and outside the state.

Personal Contacts: Frequent contacts with other units in the agency and public and private sources outside the agency by telephone, in writing, or in person to answer questions, obtain information, resolve errors and prevent fraudulent transactions. Interviews individuals of varied backgrounds, advises them of appropriate actions to take and/or explains agency decisions relating to sensitive issues.

Knowledge: Working knowledge of the principles and practices of human resources management and supervision. Working knowledge of organization management and operating practices, and information systems and personal computer concepts; of basic accounting principles.

Skill: Skill in the operation and use of a personal computer.

Abilities: Demonstrated ability to communicate effectively in speech and in writing; deal tactfully with the public; plan and organize the work of others; analyze data, formulate logical conclusions and make recommendations for operational implementation or alternatives; accurately manage and account for revenues and expenditures; and to interpret and explain complex material such as the Motor Vehicle Code and the administrative rules, regulations, and procedures pertaining to DMV.

QUALIFICATIONS GUIDE*

Licenses or Certification: Possession of a valid driver’s license.

Education or Training: Graduation from an accredited college or university with course work in public administration; business administration or human resources management, a related degree or related equivalent experience.

Level and Type of Experience: Experience in managing a public service/customer service or private business or in supervising others in providing sales or services to the general public.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was established September 1997 as the result of a DMV study of Customer Service Center Management classes.

Last updated: 7/1/97