Job Description

Requisition No: 868593

Agency: Highway Safety and Motor Vehicle

Working Title: OPERATIONS MANAGER A-SES (WT: CUST SERVICE CENTER SUPERVISOR II - SES) - 76001148

Pay Plan: SES

Position Number: 76001148

Salary: $50,000.04 Annually

Posting Closing Date: 02/03/2026

Total Compensation Estimator Tool

DIVISION OF MOTORIST SERVICES
BUREAU OF CUSTOMER SERVICE
SERVICE QUALITY MANAGEMENT

*Selected Exempt Service (SES) Opportunity*

*Internal Opportunity - FLHSMV Employees Only*

To be considered for this position, applicant responses to qualifying questions must be clearly stated within the employment history. Software systems, actual work experience, and years of employment must be clearly defined, or the application may not be considered for the position.

Contact Person: Laura Allen, (850) 617-3769

The Organization

The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) 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.

Our Benefits include

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

If you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at FLHSMV!

To learn more about FLHSMV and why it’s a great place to work, visit our website at: flhsmv.gov/careers.

Duties and Responsibilities

As a CSC Correspondence Supervisor-SES, you will be responsible for administering daily operational activities of the Bureau of Customer Service’s Correspondence Team. The supervisor will be accountable for monitoring the workflow of all correspondence types, the assignment of work, and the timely completion of work. This Supervisor will be responsible for ensuring all customer communications written or verbal contain exemplary writing skills, formatting, grammar, spelling, the correct action plan, and content. This Supervisor is responsible for efficiency and distribution of daily reports. This Supervisor is held accountable for the entire administrative support function for the Correspondence Center. This includes processing faxes, emails, correspondence, and escalations. Monitors the workflow of all correspondence types, the assignment of work, and the timely completion of work. Ensures that the appropriate systems are utilized for automatic assignment of work to members, when applicable. Reports are completed and dispersed, accurately and timely. Supervises, manages, and holds members accountable for performance expectations and attendance. Provides coaching, feedback, development, and discipline as needed to members. Responsible for monitoring each direct reports’ weekly work product to ensure that customers are being provided complete and accurate information. Identifies and provides feedback when needed to members and management. Conducts ten (10) monthly monitors on each team member; providing timely feedback to members and management to improve member performance and data analysis. Maintains weekly timesheet data and approve timesheets timely as outlined by the Bureau. Maintains electronic work files on each member. This is to include coachings, feedback, discipline, and any other pertinent communications. Oversees the development of members through mentoring, coaching, and continued training. Identifies and provides training as needed. Ensures that members continue educating themselves in all applicable areas throughout the agency by permitting and facilitating inter-departmental training, regularly. The supervisor will be responsible for identifying new processes and updates as needed throughout the unit to ensure the high level of quality work product. This will include but is not limited to: Identifying and completing rewrites of the templates used in responses, Updating processes for efficiency and system changes, Create new processes, Identify and make recommendations that support First Call Resolution, Work with CSC management to establish uniform work practices and identify opportunities for improvements, Make recommendations, and including technology. Which improve the ability of staff to serve customers.

Knowledge, Skills, and Abilities

• Knowledge of Microsoft Office programs including Excel, Word, and Outlook, ORION, FVRIS, Expert, Motorist Maintenance, DAVID.
• Knowledge of principles and processes for providing customer service.
• Ability to interpret and apply laws, policies, and procedures.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Ability to develop, update and deliver training.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of customer service delivery.
• Ability to supervise others.
• Ability to work efficiently and effectively with little supervision.
• Ability to utilize problem-solving techniques.
• Ability to track, control, and monitor work assignments of supervised employees.
• Ability to use Internet applications.
• Skill in the operation of a personal computer.

Preferred Qualifications
Preference will be given to candidates with the following:

• Do you have two (2) or more years of professional work experience using Microsoft Word, Excel and Outlook?
• Do you have two (2) or more years of professional work experience supervising and/or managing subordinates?
• Do you have two (2) or more years of professional work experience providing customer service?
• Do you have experience handling escalated calls in a call center, customer service and/or public relations environment?
• Do you have two (2) or more years of experience in Driver License and/or Motor Vehicle program areas including familiarity with applications such as ORION (Motorist Maintenance), FRVIS, Expert, and DAVID systems?

General Information

• The elements of the selection process may include a skill assessment and/or oral interview.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Fingerprints and associated information/biometrics will be retained in the FBI’s Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI.
• FLHSMV 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.