Title: Customer Service Center Operations Supervisor

State Role Title: Program Administration Specialist I

Hiring Range: $57,411- $93,293

Pay Band: 4

Agency: VA Dept of Transportation

Location: Salem Trans Ops Ctr (TOC)

Agency Website: https://www.virginiadot.org/jobs

Recruitment Type: General Public - G

Job Duties

VDOT is seeking an Operations Supervisor for our 24/7 Customer Service Center (CSC) located in Salem, Virginia. This is a key leadership position in the Customer Service Center that ensures customer service calls are answered in an efficient, knowledgeable, and professional manner. This position provides programmatic oversight and daily operational supervision to Customer Service Representatives responding to inquiries and concerns from citizens, visitors to the Commonwealth, and others on a multitude of diverse issues related to VDOT projects, programs, services, and resources. Responsible for on-demand service delivery, administration and operational aspects of customer service program; Responsible for the leadership and supervision of Customer Service Center Representative I's and II's; Serves as a working supervisor with a focus on resolving complex escalated calls or issues, including tracking to ensure appropriate follow up; Coordinates staffing to ensure resources are available to meet statewide demands; Monitors service responses from staff, and overall center performance.

The successful Supervisor will be skilled in performance reporting, providing monthly reports summarizing staff performance, areas for improvement, and other established metrics to key stakeholders. This position will supervise, coach, and mentor employees and should have a proven track record of performance management with a focus on encouraging employee growth and development. This role is essential, has extensive emergency operations responsibilities, and must be available to work extended shifts, night, and weekend hours during emergencies such as severe weather events. This key leadership role is responsible for fostering a positive work environment that supports the mission of VDOT and the Customer Service Center

VDOT is an Equal Opportunity Employer. For more information, please visit “Information for VDOT Employees and Applicants” at http://www.virginiadot.org/jobs/information_for_employees.asp

We have Shared Values and a Code of Ethics. Your success in our organization depends upon modelling these values. Visit http://www.virginiadot.org/about/missionandvalues.asp to review them and, if in agreement, we welcome you to apply.

Minimum Qualifications

•Experience working in a 24-7 call center operational environment.

•Experience with call center operations management systems (i.e. scheduling, communication, and monitoring tools).

•Experience coaching, mentoring, and developing employee performance.

•Experience leading others in a customer service team environment.

•Ability to work independently, multi-task with diverse details, and work well under deadlines.

•Experience developing benchmarks, performing analysis, and presenting analysis of performance metrics.

•Demonstrated ability to communicate effectively with internal and external customers across a broad demographic spectrum, orally and in writing (grammar, voice, diction) in a customer focused environment. Conflict management skills to effectively deal with irate customers in a professional manner.

Additional Considerations

•Knowledge of core VDOT functions and services including key contacts, where to obtain information, and related organizational understanding to address customer issues.

•Experience working with Verizon Virtual Contact Center software.

•CSC 3.0 System experience.

•Experience working with Microsoft Dynamics CRM.

•Advanced experience in performance reporting, including Excel skills or other report building/software experience.

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.

State applications will only be accepted as submitted online by 11:55: PM on the closing date through the Recruitment Management System (Page UP). State applications submitted via email, postal mail, fax, or in person will not be considered.

Applicants are expected to fully represent qualifications and work history. The decision to interview an applicant is based on the information provided in the application and/or resume; therefore it is essential to provide detailed information. Submitting an application or resume lacking in detail may impact interview eligibility

Once onboarded, this position may be eligible for telework opportunities; availability, hours, and duration of telework shall be approved as outlined in the Commonwealth telework policy. (only for eligible positions)

We are a “Virginia Values Veterans” (V3) official certified company and state agency that
provides hiring preference to Veterans and Members of the Virginia National Guard in
support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard
Member, we urge you to respond accordingly on your state application.

VDOT utilizes a market based pay program, which has been approved by DHRM. Therefore,
advertised rates of pay may or may not align with the Commonwealth pay bands.

Contact Information

Name: Candace Raigns

Email: [email protected]

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.