Requisition No: 139561
Agency: Highway Safety and Motor Vehicle
Working Title: DEPUTY DIRECTOR OF CUSTOMER SERVICE DELIVERY - 76004595
Position Number: 76004595
Salary: $105,000.12 Annually
Posting Closing Date: 03/03/2020
Florida Department of Highway Safety and Motor Vehicles
Division of Motorist Services
Customer Service Delivery
Deputy Director of Customer Service Delivery
Contact Person: Dawn Gunter, (850) 617-2943
The Florida Department of Highway Safety and Motor Vehicles (DHSMV) provides highway safety and security through excellence in service, education and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.
Position Duties and Responsibilities
As the Deputy Director of Customer Service Delivery, you will play a critical role in leading and shaping the direction of the Department’s customer service activities. The incumbent in this position is responsible for providing leadership and oversight for the daily operations of multiple high-volume call center operations. In addition, the incumbent is authorized to direct the driver licensing functions, for 16 public facing offices, and 14 mobile operations, pursuant to the requirements of Chapters 318, 320, 322, and 324, Florida Statutes.
These responsibilities include:
Manage two (2) high volume customer service centers at General Headquarters and in the Field, that respond to inquiries for information via phone, letter, email and fax from the public, department members and partners.
Manage sixteen (16) public facing driver license offices in the multiple counties.
Manage fourteen (14) mobile driver licenses units.
Provides leadership, oversight and support to each subordinate’s area.
Responsible for developing, establishing, implementing, and maintaining policies, operational goals and objectives, strategic planning, and planning for Motorist Services areas.
Identifies and formulates plans to resolve problems. Reviews and studies trends and forecasts and plans program areas accordingly.
Identifies and coordinates technology programs to enhance services provided in the driver license areas and customer service center.
Provides and coordinates training and staff development programs. Motivates members to carry out objectives and mission of the department.
Responsible for serving as a liaison to and responding to executive management, the Legislature, the Governor and Cabinet, and Tax Collectors on driver license responsibilies.
Responsible for overseeing development and implementation of quality customer service standards.
The selected applicant must be a motivated self-starter with strong leadership abilities and a desire to work hard at addressing and finding solutions to problems as well as having the innate ability to foster cohesion among all teams.
The Ideal Candidate Will
Value customer service and understand the importance of responsiveness, follow-through and customer experience.
Have strong leadership and management skills with the ability to effectively lead and motivate a large workforce.
Develop and maintain effective working relationships and foster a collaborative work environment among staff to ensure outstanding customer service and the achievement of program goals.
Portray a positive, respectful and professional image to all regardless of setting, situation or communication method.
Possess excellent active listening, oral and written communication skills to include the ability to effectively articulate and convey information so that it is readily understandable.
Be comfortable speaking in public and to diverse individuals at all levels.
Have a strategic focus with the ability to understand, evaluate and integrate the needs of the business into its strategic direction.
Be solutions oriented with the ability to use critical thinking, judgement and discretion to make sound decisions, solve problems and make effective recommendations.
Be able to successfully apply a solid working knowledge of customer service and call center methodologies, tools and best practices to ensure effective call center operations, evaluate processes and implement process improvements.
Be able to successfully apply queuing and workflow methodologies to large and high-volume public facing customer service environments, as well as apply new tools and best practices to ensure effective customer service delivery and improved operations.
Be able to understand, interpret and apply a comprehensive knowledge of applicable laws, agency policies and procedures.
Possess strong computer application skills with the ability to effectively utilize applications related to business operations and human resource administration.
Maintain good employee-management relations at all levels of division operations.
Ensure that division recruitment and selection process advances the department’s goals.
Ensure that work environments foster high morale and confidence in employees.
Be able to work on outsourcing initiatives and other vendor negotions.
Job Related Requirements
This position will include travel, which will include overnight travel.
In accordance with F.S. 322, selected applicant must possess a valid Class E or higher driver's license; not learner's license and be at least 21 years of age.
Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment.
The position you are applying to is subject to a Level 2 background and CJIS security clearance, to include fingerprinting as a condition of employment pursuant to Chapter 110.1127, 435, and 943, Florida Statutes. As an applicant for positions requiring CJIS clearance, you are required to disclose criminal records that have been sealed or expunged.
Management experience, particularly senior management experience in a high-volume call center environment and/or public facing retail branch environment.
Experience with queuing methodologies, managing workflows and managing public facing customer service environments in either the public or private sectors.
Senior level management with 250+ members within the chain of command.
If You Are Looking For
Work with a meaningful mission.
A place to grow your skills and advance your career.
Competitive medical insurance, life insurance and retirement benefits.
Generous vacation and sick leave and paid holidays.
Opportunities for educational assistance.
Consider building your career with us! To learn more about DHSMV and why it’s a great place to work, visit our website at: http://www.flhsmv.gov/careers/.
The elements of the selection process may include a skill assessment and/or oral interview.
Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI.
The process for selecting applicant(s) for this position could take up to six months. Following the six-month period, a new application must be submitted to an open advertisement in order to be considered for that vacancy.
HSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
Nearest Major Market: Tallahassee