Service Center Manager

Service Center Manager

The Service Center Manager is responsible for planning and directing the day-to-day operations of an assigned Service Oklahoma store while maintaining high standards of service and conditions to foster a positive environment. The services offered in the storefront include, but are not limited to, driver license, compliance, and motor vehicle operations.

This job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.

• Creates a service culture that prioritizes the customer experience; modeling, training, and coaching on the expectations to deliver Service Oklahoma service standard (player/coach).
• Leads and motivates a team of passionate and knowledgeable Service Center Agents who strive to exceed customer service expectations by focusing on decreasing wait times while delivering welcoming and friendly interactions.
• Takes ownership of customer conflict issue resolution and follows through to completion.
• Learns and adapts to current technology needs and acts as the "change champion" as we continue to roll out new streamlined ways to deliver on our customers' needs.
• Communicates and explains new directives, policies, or procedures to Service Center Agents for major changes; meets with frontline store operations staff to explain changes, answer questions, and maintain morale.
• Identifies opportunities and areas for improvement in processes and workflows.
• Utilizes customer survey reporting tools to drive change in key areas with the greatest impact on customer experience; uses this feedback to coach/recognize the team and individuals.
• Acts as an advocate of physical and digital offerings to ensure your team can inform, educate, and promote the full suite of products and offerings available to enhance the customer experience and interactions with Service Oklahoma.
• Leads and follows up on training completion, checking for understanding and further training opportunities.
• Supports customer service operations throughout the day including working as back-up for concierge, cashiers, pulling inventory etc. to ensure great service even during peak volume times.
• Ensures appropriate staffing levels; monitors productivity targets for the store and staff; trains and motivates staff to meet and exceed goals; conducts performance evaluations and provides feedback to improve staff performance.
• Ensures store resources are in working order. Quickly resolves technology or resource allocation issues by coordinating with the appropriate departments.
• Ensures store is clean, organized, and well-maintained, adhering to standards set by executive leadership; collaborates with facilities department to ensure facility or maintenance issues are rapidly addressed.
• Ensures the store complies with all policies and procedures.
• Maintains highest personal levels of ethical conduct, confidentiality, and integrity; leads the team to work in the same way and holds them accountable to this commitment.
• Projects a positive image of the organization to employees, customers, and community.
• Performs other duties as required by business needs.

Knowledge & understanding of key service level standards and hold team accountable for meeting these standards.

Superior verbal and written communication and interpersonal skills.

Superior managerial and diplomacy skills.

Excellent organizational skills and attention to detail.

Excellent analytical, decision-making, and problem-solving skills.

Ability to be flexible and demonstrate strong judgment/decision-making skills.

Ability to intelligently build a course of action.

Effective communication with ability to build consensus; demonstrate effective verbal and written communication skills.

Ability to analyze and resolve interpersonal issues.

The preferred minimum qualifications for this position are:

• An Bachelor's Degree in any field
• OR four (4) years of experience in progressive retail management, customer service management, call center management, or a closely related field.
• OR equivalent combination of education and experience.

Preference may be given to candidates who:

• Have experience in progressive retail management, customer service management, or a call center management.

The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.

This position may require occasional travel. The employee must be willing and able to perform all job-related travel. State vehicles may be available, but reliable transportation may be required for local travel.

This position works in a combination of office setting with a computer and in a storefront setting where some portion of the workday may be spent on the store floor. The noise level in the work environment is usually mild but will depend on customer traffic in the store.

This position may require employees to be able to stand up to eight hours a day and lift 10-50 pounds on a regular basis, with assistance as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.