Requisition No: 29498
Agency: Highway Safety and Motor Vehicle
Working Title: PERFORMANCE MANAGER - 76004807
Position Number: 76004807
Salary: $41,400.00 Annually
Posting Closing Date: 02/19/2018
Department of Highway Safety and Motor Vehicles
Division of Motorist Services
Bureau of Customer Service
In order to be considered for this position, applicant responses to the qualifying questions, software systems, actual work experience , years of employment and hours worked per week must be clearly defined within your work history, or the application may not be considered for the position.
**Internal Opportunity For DHSMV Employees Only**
Performance Manager
$41,400.00 Annually
Contact Person: Alisa Reveire, (850) 617-2942
The Organization
The Florida Department of Highway Safety and Motor Vehicles (DHSMV) provides highway safety and security through excellence in service, education and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.
Description of Job
This position is responsible for providing quality assurance monitoring in the Quality Review and Improvement Unit by providing individualized training, coaching and guidance to members in the Customer Service Center (CSC). This position will also help ensure the CSC Expert System has current information by acting as the liaison between CSC and areas bureaus within the agency.
Preferred Qualifications Preference will be given to applicants with two (2) years call experience working as a Consultant or one (1) year as a Senior Analyst Trainer and experience preparing written correspondence to include letters, memo and/or reports.
Desired Knowledge, Skills, and Abilities
- Skill providing customer service via telephone.
- Knowledge of Customer Service Center policies and procedures.
- Ability to coach and motivate others.
- Skill in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws.
- Skill in organizing and coordinating work assignments.
- Skill in researching, analyzing and resolving customer inquiries.
- Ability to communicate effectively and efficiently, both orally and in writing.
- Skill in the use of a personal computer, including Microsoft Word, Excel, Outlook and PowerPoint.
- Ability to be tactful in difficult and stressful situations.
- Skill in the use of Florida Driver License Issuance System (FDLIS), Florida Real-Time Vehicle Information System (FRVIS), Intranet Records Information System (IRIS), CSC-Expert and Motorist Maintenance Systems.
SELECTION PROCESS INFORMATION:
The process for selecting applicant(s) for this position could take up to six months. Following the six month period, a new application must be submitted to an open advertisement in order to be considered for that vacancy.
SPECIAL NOTES:
HSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
VETERANSEFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veteranseference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veteranseference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veteranseference documentation requirements are available by clicking . All documentation is due by the close of the vacancy announcement.
