Driver & Identification Service Center Supervisor - Ankeny

Driver & Identification Service Center Supervisor

The Office of Driver & Identification Services (DIS) is seeking a highly motivated and team-focused customer service professional to lead the Driver License Service Center located in Ankeny as our Driver & Identification Service Center Supervisor. This leadership position is responsible for ensuring delivery of quality customer service and managing the team.

Location : Ankeny Driver's License Service Center, Ankeny, Iowa

Shift : 8 : 00 AM to 4 : 30 PM Monday through Friday

The Iowa Department of Transportation's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation's five CORE values : Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception. The Driver License Supervisor's responsibilities include the development of improved work processes and monitoring services provided to external and internal customers for timeliness and accuracy. A successful candidate will promote team development among employees to attain quality and accuracy in service delivery and acceptable response times to requests from the public.

In addition, the successful candidate will review and analyze productivity reports and assess problem areas. The position will also review and discuss current practices with management staff and develop plans to be used by field staff to improve work processes.

Your Responsibilities :

• Supervise assigned driver's license teams, so they function as an effective and efficient unit.
• Respond to written or telephone inquiries from the public, state agencies, legislators, and law enforcement agencies regarding driver's license laws, rules, policies, and procedures.
• Participate in the planning and documentation in the use of advanced technology, equipment and human resources.
• Conduct informal settlement hearings with persons whose driver's license / registration has been suspended, revoked, canceled, or denied.
• Coordinate training and continuing education for the service center team and oversee the implementation of new laws, policies, procedures, and improved customer service methods.
• Complete complaint investigations. Review proper procedures with staff to alleviate problem areas and create a customized development plan when necessary.
• Review customer satisfaction feedback. Use results to address operational improvements and identify professional development opportunities.
• Make presentations to outside groups such as driver education classes, civic and / or service organizations and other agencies to promote the Department's programs.
• Respond to interview requests from the media regarding issues that pertain to driver's licensing. Review and report all media requests made in the area.
• Maintain relationships with local city, county, and state offices regarding service activities.
• Assist in the procurement and maintenance of station facilities so that employees are assured of a safe place to work and the public is appropriately served.
• Plan and conduct area meetings / training sessions with supervisors and staff. Assist with training and development conducted on a statewide basis.
• Review / monitor work schedules and hours of service provided to the public and direct work accordingly for the service center team.

Requirements :

Notice : This position is a covered position under the REAL ID Act of 2005, 49 U.S.C. 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.

What We Offer You :

The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA / EEO) Officer at : aa-eeo@iowadot.us Reasonable accommodation includes an interpreter, translator, written materials, modified equipment / devices, ADA access, etc. This does not include scheduling needs.