Contact Center Manager (Program Manager II)

Maryland Department of Transportation
$78,919.00 - $127,473.00 Annually
dental insurance, long term disability
United States, New York, Belmont
Jan 23, 2025
Description Contact Center Manager (Program Manager II) Executive Service (This position serves at the pleasure of the Appointing Authority) Open Recruitment The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic progressive leader focused on delivering a premier customer experience with innovative ideas and solutions for the Customer Contact Center. The MVA Contact Center Manager will lead in a new era of customer service for more than 100 agents, lead workers, supervisors, and managers. Providing direct supervision and oversight operations, the Contact Center Manager will be a change agent, cultivating a new culture of continuous feedback, positive recognition, and expansion of knowledge and best practices among Contact Center employees. The Manager will lead, coach, and develop the team to create a supportive, fair, and inclusive working environment for all employees. Responsibilities include the following: Providing daily supervision and oversight of the 100 + Contact Center agents. Being the liaison between Executive Leadership and agents ensuring fair and consistent accountabilities for performance while engaging genuine empathy for agents concerns to build trust and a strong workforce. Developing and executing process improvements and best practices for operational efficiency and customer satisfaction. Developing standard operational policies and procedures in accordance with applicable laws and regulations to enhance Contact Center operations. Leading and directing the Contact Center's Operations and Content & Training Managers to develop and establish department goals, objectives, key performance indictors (KPls)/metrics; developing strategic metrics to attain and exceed these goals and objectives. Creating, implementing, and live the Premier Experience brand; working with section mangers, supervisors and leads, creating a culture of continuous feedback, positive recognition, and expansion of knowledge and best practices throughout the Contact Center. Assisting the Chief Customer Engagement Officer and Contact Center Director with on-going modernization project to procure and implement state-of-the-art technologies to enhance operational strategies as a Omnichannel Contact Center. The current vacancy exists at MDOT MVA, Office of Customer Engagement Contact Center, which is located in Cumberland, MD. (Allegany County). *MDOT offers a generous and competitive benefits package. You can learn about our amazing benefits here:* MDOT Benefits Guide Qualifications PREFERRED QUALIFICATIONS: Education: A bachelor's degree from an accredited college or university. Experience: Five (5) years of management experience working in a large-scale call center or omni-channel contact center. Notes: 1. Additional experience in administrative or professional work may be substituted on a year-for-year basis for the required education. 2. Additional graduate-level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-to-year basis for the required general experience. 3. 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 on a year-for-year basis for the required education and experience. Licenses & Certifications Employees in this classification will be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland. Must complete Driver Improvement Program (DIP) training. Additional Information To Apply: Submit a DTS-1 application online at: http://agency.governmentjobs.com/mdotmd . The application must be complete at the time of submission and must clearly describe the required work experience. Dates (month and year) must be stated. Vague descriptions of experience will not be considered. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted. Applications submitted online must be received by 11:59 PM if a closing date is noted. If you have general questions regarding employment opportunities with the Motor Vehicle Administration (MVA), please call 410-787-7719. Applicants who have education obtained outside of the U.S. will be required to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org ) or World Education Services: International Credential Evaluation (https://www.wes.org/). The MVA is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer. The MVA is an equal opportunity employer. The MVA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation. The incumbent in this position is not a member of a covered bargaining unit. The State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy to include possible drug testing. Reasonable accommodations will be provided upon request. The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification to employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, withdrawal of an offer for employment or immediate discharge. Relay Service: 1-800-201-7165 TTY: 1-800-492-4575 EEO/AA Employer Issued:01/23/2025