Overview

Work for Indiana
Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.
About the Bureau of Motor Vehicles:
The BMV’s mission is to serve all Hoosiers by providing best-in-class driver and vehicle services in a timely and accurate manner while ensuring security and transparency. The BMV team works throughout the state of Indiana and are dedicated to fostering an environment where we
Invest in our employees
Engage our customers
Provide sustainable systems
Embrace product innovation

About the Job
Incumbent serves as a supervisor for the BMVC Contact Center. Incumbent is expected to work hours within the agency’s core hours of 8:15 a.m. to 6:00 p.m., Monday through Friday. Hours would be designated by Director.
A day in the life:
The essential functions of this role are as follows:
Performs projects delegated by management
Create action plans tailored to individual performance
Provide coaching and development to team members
Serves as a supervisor for a team up to 18 Customer Service Specialists
Attends monitoring calibration sessions (2) times a month with management and monitors (1) BMVC Contact Center call on each CSR team member monthly
Administers call center attendance and leave policy
Define, train, and/or distribute call center standards and practices for consistency
May act as a back up in the BMVC call center answering phones and assisting customers with driving or suspension questions
Proactively recognize opportunities and suggest/implement solutions
Administers standards and practices, define and apply in Contact Center
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
What we’re looking for:
High school diploma or GED required
College degree in business-related field, or related experience
Strong analytical skills
Creative problem solving skills
Ability to translate results of analyses into actionable recommendations
Excellent written and verbal communication skills
Must be able to multi-task
High level of attention to detail
Proficient in use of all Microsoft Office applications (Excel, Word, PowerPoint, Visio, Project)
Knowledge of BMV policies and procedures, relevant IT systems, and associated transactions a plus
Must complete Certification Level 1 in Titles, Registrations, Driver Services and Suspensions through Employee Development with (6) months
Supervisory Responsibilities/Direct Reports:
This role provides direct supervision for one or more staff members.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Four (4) medical plan options (including RX coverage) and vision/dental coverages
Wellness program (offers eligibility into a discounted medical plan)
Health savings account (includes bi-weekly state contribution)
Deferred compensation account (similar to 401k plan) with employer match
Two (2) fully-funded pension plan options
Group life insurance
Employee assistance program that allows for covered behavioral health visits
Paid vacation, personal and sick time off
Competitive leave policies covering a variety of employee needs
12 company paid holidays, 14 on election years
Qualified employer for the Public Service Loan Forgiveness Program
New Parent Leave
If this is an Intermittent position, the position does not offer benefits and is limited to 180 working days in an eleven (11) month continuous period.

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer


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