DEPT OF TRANSPORTATION

MVD Communications
 
Perryville Prison Complex

2105 N Citrus Rd

Goodyear, AZ 85338

Salary: $43,099.06 

Grade: 18

Closing Date: 

Responsible for the supervision of the Level 1 Call Center located at an assigned Prison. Daily oversight of inmates answering incoming calls from constituents with general questions regarding vehicle Title, Registration, policies and procedures. Calls that require the access of the caller's driver's license are transferred to a Level 2 Call Center in Tucson or Phoenix. Key position responsibilities are hiring, training, performance evaluations, coaching and facilitating terminations from the program; daily and weekly reporting such as inmate attendance tracking, inmate payroll processing, customer satisfaction survey reports and general updates, as necessary. Occasionally handles customer service concerns raised by the customer. Daily interaction with the assigned Arizona Department of Corrections (ADC) is required for inmate activity, safety and security of self and MVD information. Attend required training courses in addition to the ADC required training program.

Supervise directly or through subordinate leads, the work of call center agents to approve, reject or deny T&R applications and legal documents by verbal instructions via phone and e-mail application to the general public to assure compliance with ARS and MVD directives, policies and procedures. Assures security, integrity and confidentiality of assigned inventories, MVR and access.

Research/analyze problem cases, determine steps necessary to achieve eligibility, compliance and conformance. Respond to complex inquiries, DL, T&R and provide procedural information. Explain compliance requirements and rationale for such requirements and penalties for noncompliance. Assure positive, professional, expeditious public service.

Prepare and submit all required payroll documentation, maintain agent attendance and performance records to maintain a favorable operating environment. Identify and address concerns, assure compliance with MVD and HR directives. Assure security, integrity, and confidentiality of assigned inventories, MVR and computer terminal access security. Prepare statistical reports.

Knowledge of:
• ARS Title 28, 41, 13, Motor vehicle laws, rules and regulations.
• PDPS, ELT, CDLIS and MVD Operational policies and procedures.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices, problem resolution techniques.
• Practices for control and security of equipment/facilities/cash/forms/records.
• State and County voter registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles and techniques and personnel rules.
• Management practices, personnel hiring and disciplinary practices.
• CISCO Contact Center Web Based Program for monitoring Call Center Agents performance standards and measurement reports.

Skills in:
• Highly developed customer service skills.
• Strong oral and written communication skills.
• Research analysis and decision making skills.
• Statistical and math skills.
• Computer skills and Google Workspace.
• Leadership, multi-tasking and organizational skills.
• Strong employee relations skills.
• Skills in interpreting motor vehicle laws and regulations resolving compliant discrepancies and problems in an expedient manner.
• Interpersonal relations, gathering and preparing data for all reports.

Ability to:
• Utilize interpersonal skills to communicate effectively in providing an appropriate level and extent of required information.
• Handle high call volumes.
• Operate network/personal computer, calculator, fax, copier, credit card machines and telephone systems.

One or more years served in a supervisory capacity.

Valid Driver's License.
Fingerprint and background check.
TB (Tuberculosis) check and UA (Drug test) per Arizona Department of Corrections.

As this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.