Operations Manager (Administrator II)

: Operations Manager (Administrator II) Open Recruitment Position Specific Recruitment This is a position specific recruitment and is open to anyone who meets the minimum and selective qualifications* listed below. The resulting list of eligibles will be used to fill this MVA position or function only. You will need to reapply for any future recruitment conducted for this job classification. The Maryland Motor Vehicle Administration is committed to creating a fair workplace where people's unique skill, diversity, and experiences are embraced and celebrated. MVA is looking for a highly motivated and experience professional seeking the position of Operations Manager with the Office of Customer Engagement. If you have a proven track record in customer service management, process improvement, and team leadership. Then this position is for you! The Operations Manager within the Office of Customer Engagement manages the day-to-day administrative operations of the Contact Center and its 100+ employees ensuring accurate information is provided to MVA customers that have reached out via phone, email, live chat, and other avenues of communication, in a timely and efficient manner providing premier customer service. This position will ensure daily metrics and objectives are met by coaching and developing agents through observations, mentorships, and accountabilities. This position will also create opportunities to develop better relationships with external and internal customers. this may include investigating current processes in the Contact Center, analyzing the effectiveness, and making recommendations for a better customer experience. The Operations Manager will work closely with the Contact Center Manager to design, implement, and monitor a process for Customer Agent I, Customer Agent II, Customer Agent III, Customer Agent IV and Customer Agent Supervisor development. The manager will assess business needs, process opportunities and procedural hurdles to initiate change and drive operational excellence to meet metric goals, quality control and needs of our customers. Responsibilities include but are not limited to the following:

• Assisting in developing a mentor program for Lead Workers and Supervisors to develop their leadership and communication skills
• Working closely with Supervisors assessing the developmental needs of the team to motivate performance, address hurdles, and provide support to achieve individual and team goals
• Writing and administering performance appraisals to Supervisors and any direct report employees
• Collecting and analyzing agents performance daily, weekly, and monthly to review trends to present business assessment to Contact Center Manager and Director for collaboration in enhancing processes or procedures to provide premier customer service
• Developing and overseeing the processes are in place for Supervisor calling, taking calls from employees, leading team meetings, walking the floor assisting agents, giving agents open lines of communication, and up to date information and real time feedback
• Building and maintaining relationships with other MVA divisions to resolve more complex customer concerns. Provide educated feedback to Contact Center Manager on System, process, or procedural concerns to enhance the customer experience
• Planning and engaging in weekly supervisor meetings and team meetings to drive results, meet expectations, and lead discussions on opportunities or success
• Overseeing administrative duties of supervisor and lead workers
• Ensuring compliance with policy and procedures. Approving or denying leave requests as needed
• Working closely with Contact Manager and Human Resources to investigate employee issues and administer discipline if necessary

This position will report to the Contact Center Manager. Hybrid telework schedules may be available for this position. The current vacancy is located in Cumberland, MD (Allegany County).

Qualifications

Minimum Qualifications Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Five (5) years of experience in administrative staff or professional work. * Two (2) years of supervisory experience within a Contact Center environment.

• SELECTIVE QUALIFICATION recruitments are utilized when the position requires specific or additional bona fide occupational qualifications (knowledge, skills, and abilities). No substitutions are allowed for a Selective Qualification.

Notes: 1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience. 2. Candidates may substitute the possession of a bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience. 3. Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience. 4. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

Licenses & Certifications

None.