Sr. Motor Vehicle Section Manager

　　Augusta , Maine , United States | Management & Supervisory | Full-time

　　Apply by: Feb. 2, 2024

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　　Job Class Code: 7340

　　Grade: 27

　　Salary: $60,132-$81,640

　　Opening: January 19, 2024

　　Closing: February 2, 2024

　　Are you looking for a rewarding career with opportunity for advancement and weekends off? Do you enjoy contributing to a team and providing excellent customer service? If you thrive on quality and contributing to the safety of the roads in Maine, we want you on our team!!

　　Apply Now, we offer superior benefits (highlighted below) including: 13 paid holidays, 12 sick days and 3+ weeks vacation to start!

　　Who are we?

　　The Bureau of Motor Vehicles (BMV) is part of the Department of the Secretary of State. It issues drivers’ licenses and state identification cards, as well as managing records related to vehicle ownership and registration. There are approximately 370 staff at the BMV. Our central office is in Augusta, and we have 13 branch offices located around the state. There are 7 divisions within the BMV, including Public Services, Administrative Services Title Services, Vehicle Services, License Services, Legal Affairs and Law Enforcement. We serve approximately 1.2 million Mainer’s annually through in-person transactions, telephone and online services.

　　The Senior Motor Vehicle Section Manager will work in the Public Services Division of the BMV. This position will be responsible for establishing and leading a recently authorized Contact Center Section under the direction of the Director of the Division of Public Services. Responsibilities include plan and implement a contact center, hire, onboard and train call center personnel. Coach call center staff through challenging customer service issues. Analyze call center data and prepare reports for upper management. Evaluate staff effectiveness and performance annually or on an at-need basis. It also includes developing and presenting proposals to the state legislature and representing the BMV at regional and national professional meetings. The Senior Section Manager will work closely with the Director of the Division of Public Services and will direct the division in the Director’s absence.

　　*Some travel will be required

　　A typical day involves:

　　Lead team meetings and give presentations to executives.

　　Develop monthly, quarterly and annual call center goals and action plans.

　　Prepare work schedules to ensure sufficient coverage.

　　Develops internal policies, rules, and procedures that will create a positive customer and employee experience and program effectiveness and efficiency.

　　Investigate and analyze complaints and problems to determine cause and develop and implement corrective actions.

　　Work with the Division Director to identify problem areas, and needed policy, procedural, and program changes.

　　Assist in developing a budget for the Contact Center.

　　Interpret and explain Motor Vehicle laws, and procedures to staff, partner organizations and the public, as needed.

　　Represent the division at state, regional and national meetings and conferences, and shares lessons learned with BMV leadership and staff.

　　Engage with other motor vehicle agencies about interstate and international compacts and federal legislation, and to build and maintain relationships with counterparts outside Maine.

　　Implements and complies with human resource laws, and policies such as: AA/EEO, recruitment, position classification, discipline, contract administration, security protocols and confidentiality policies, and employee safety.

　　In order to be successful, you must have:

　　Contact Center Experience (desirable but not required)

　　Excellent written and oral communication skills, including the ability to communicate effectively with people with a broad range of knowledge and abilities.

　　Strong leadership and managerial skills, including expertise in hiring, supervising, and developing leaders.

　　Ability to work collaboratively and to establish and maintain working relationships with people in a variety of positions within the organization and across other departments.

　　Ability to develop, evaluate and improve programs, policies and procedures.

　　Ability to problem solve by doing analysis, research, and identifying the root cause of the problem.

　　Strong ability to handle ambiguity.

　　Knowledge of Microsoft Products like Teams, Excel, PowerPoint, etc.

　　Knowledge of Tableau, Microsoft Power Bi (Desirable but not required) data and create reports.

　　Develop monthly, quarterly and annual call center goals and action plans.

　　MINIMUM QUALIFICATIONS

　　An eight-year combination of education, training, and/or experience in business or public administration, to include at least 4 years in a supervisory capacity.For more information or questions, please contact: Jennifer.M.Wilson@maine.govor call (207) 624-9012.

　　BENEFITS:

　　No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

　　Work-Life Balance – Rest is essential. Take time for yourself using 13 paid holidays , 12 days of sick leave , and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.

　　Health Insurance Coverage – The State of Maine pays 85%-100% of employee-only premiums ($10,150.80-$11,942.16 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.

　　Health Insurance Premium Credit – Participation decreases employee-only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements .

　　Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value).

　　Retirement Plan – The State of Maine contributes 13.41% of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.

　　Gym Membership Reimbursement – Improve overall health with regular exercise and receive up to $40 per month to offset this expense.

　　Health and Dependent Care Flexible Spending Accounts – Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.

　　Public Service Student Loan Forgiveness – The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office .

　　Tuition Reimbursement - Further your career and your education with tuition reimbursement for job-related courses.

　　Living Resources Program – Navigate challenging work and life situations with our employee assistance program.

　　Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receive six weeks of fully paid parental leave . Additional, unpaid leave may also be available, under the Family and Medical Leave Act (https://www.maine.gov/bhr/state-employees/rules-policies/policy-practices-manual/Employee-Rights-and-Responsibilities-Federal) .

　　Voluntary Deferred Compensation – Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

　　Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness (https://www.maine.gov/bhr/oeh/) .

　　There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role. As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics. If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.

　　Thinking about applying?

　　Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.