DMV Contact Center Director

Title: DMV Contact Center Director

State Role Title: Gen Admin Manager II

Hiring Range: $122,000.00 - $140,300.00

Pay Band: 6

Agency: Department of Motor Vehicles

Location: Richmond/Remote

Agency Website: dmv.virginia.gov

Recruitment Type: Agency Employee Only - A

Position Overview

The Virginia Department of Motor Vehicles (DMV) is seeking an experienced and strategic leader to serve as Director of Contact Center Operations. This agency-only opportunity provides strategic direction and operational leadership for DMV's Contact Center and ensures efficient, responsive, customer-focused service delivery.

The Director oversees Contact Center operations, technology, workforce management, performance, and employee development while working closely with DMV Executive Management, Information Technology, Human Resources, agency business areas, and external vendors. This position plays a key role in translating operational data, legislative and policy requirements, technology capabilities, and organizational priorities into strategies that improve service delivery and support DMV's mission.

Work Arrangement: This position is eligible for a hybrid work schedule, with most work performed remotely and an anticipated on-site presence of approximately 1-2 days per week. Additional on-site presence may be required based on operational needs, meetings, projects, or other business requirements. Hybrid work arrangements are subject to agency policy and management approval.

Job Duties

The Director of Contact Center Operations provides strategic and operational leadership for DMV's Contact Center, ensuring effective, efficient, and customer-focused service delivery. Key responsibilities include:

• Direct and oversee Contact Center operations, including workforce planning, staffing, resource allocation, service delivery, and monitoring of key performance indicators to ensure operational goals and customer service expectations are achieved.
• Provide strategic leadership for Contact Center technologies, including CRM, ACD, IVR, CTI, VoIP, and workforce management systems. Partner with Information Technology and external vendors to implement, integrate, optimize, and maintain technology solutions that support current and future business needs.
• Advise DMV Executive Management on Contact Center performance, operational trends, technology needs, service delivery improvements, and strategic initiatives. Represent the Contact Center in agencywide initiatives, legislative activities, vendor engagements, and cross-functional projects.
• Lead and develop Contact Center management and staff through effective performance management, coaching, employee development, succession planning, and accountability. Ensure performance and conduct matters are addressed consistently and in accordance with applicable policies and procedures.
• Partner with Human Resources and other agency stakeholders to support recruitment, workforce planning, onboarding, retention, and professional development strategies necessary to maintain a highly capable and engaged workforce.
• Lead implementation of legislative, policy, procedural, and organizational changes affecting Contact Center operations and direct strategic or special projects that advance DMV's service delivery and organizational objectives.

Minimum Qualifications

• Demonstrated experience managing contact center operations at a supervisory/managerial level, including staffing and performance tracking.
• Demonstrated experience with contact center technology platforms, such as CRM, ACD, IVR, CTI, VoIP, and WFM systems, including implementation, configuration, or optimization.
• Experience directly supervising staff, including conducting performance evaluations, managing performance/conduct issues, and completing employee development plans.
• Experience managing operating budgets and resource allocation in a service delivery or operations environment.
• Experience monitoring and reporting on operational KPIs (e.g., call handling time, service level, abandonment rate, or comparable throughput/quality metrics).
• Experience collaborating with IT departments and/or external vendors on system integration, technology upgrades, or infrastructure projects.
• Experience interpreting and applying policy, regulatory, or legislative requirements within an operational or compliance function.
• Experience presenting to or advising senior leadership/executive stakeholders on operational performance, initiatives, or recommendations.

Additional Considerations

• Experience managing a contact center supporting a government agency, public sector entity, or high-volume regulatory service environment.
• Experience leading large-scale technology implementations or system migrations within a contact center.
• Experience in change management or cross-functional/strategic project leadership.
• Experience partnering with HR/Talent Acquisition on recruitment strategy and workforce planning for a large team.
• Certifications related to contact center management, workforce management, or project management (e.g., WFM certification, PMP).

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

Pursuant to Sections 2.2-3115 and 2.22-3115 of the Code of Virginia, this position is designated to file a Statement of Economic Interests Form on or before the date the office or position is assumed and annually thereafter.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

You must submit an online application. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume includes duties and skills associated with your work experience and years of experience so we can properly assess your skills during the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during the application and/or interview process under the Americans with Disabilities Act. Contact 804-367-0528 for assistance.

Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT.

Contact Information

Name: DMV Employment

Phone: (804) 367-0528

Email: employment@dmv.virginia.gov

To support the Commonwealth's commitment to inclusion, we encourage individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants must provide their AHP Letter (formerly COD) from the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Request an AHP Letter at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022, and February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.