State Administrative Manager 15 - Information Center Manager

State Administrative Manager 15 - Information Center Manager State of Michigan - 3.7 Lansing, MI Job Details Full-time $96,491 - $138,794 a year 8 hours ago Benefits Paid parental leave Health savings account Paid holidays Disability insurance Dental insurance 401(k) Flexible spending account Adoption assistance Parental leave Vision insurance 401(k) matching Loan forgiveness Flexible schedule Life insurance Qualifications Staff supervision Customer satisfaction tracking Performance Reporting Data reporting Frontline customer support management High school diploma or GED Quality assurance Bachelor's degree Quality control 1 year Customer satisfaction improvement Senior level Call center management Law enforcement Performance evaluation Full Job Description Job Description This position serves as the overall day to day manager of the Department of State Information Center (DSIC) Section and is responsible for overseeing staff in the section and ensuring that performance standards meet or exceed expectations. The primary objective is creating a culture of customer satisfaction through articulating and reporting data, leading the call center and being a backup to the State Division Administrator. The Department of State Information Center section includes 4 units: Tier 1 and appointment team are a public facing call center. Tier 2 is a second level line of public support for complex inquiries usually involving driver license issues. Quality Assurance Unit evaluates phone calls and emails for all DSIC units ensuring quality/service standards are met. Field Support Technology Unit supports branch offices with technology solutions, testing, and support. DSIC handles approximately 15,000 calls per week and improves the customer and employee experience by providing accurate information in a timely manner. Also provides feedback from callers to the corresponding areas of the department and outlying agencies. Position Description - State Administrative Manager 15 (Download PDF reader) Required Education and Experience Education Possession of a bachelor's degree in any major. Experience Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level. Alternate Education and Experience Alternate Education and Experience Education level typically acquired through completion of high school and two years of safety and regulatory or law enforcement experience at the 14 level; or, one year of safety and regulatory or law enforcement experience at the 15 level, may be substituted for the education and experience requirements. Job Specification (Download PDF reader) Additional Requirements and Information Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results. Please attach a resume and cover letter to this application. Failure to do so may result in your application being screened from the process. If you qualify based on possession of a bachelor's degree in any major, you must attach a copy of your official transcripts. Failure to do so may result in your application being screened from the process. As outlined by Civil Service, an official transcript must bear the applicant's name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar's signature. Transcripts that do not meet these requirements are considered unofficial. For more information regarding official transcripts, click here (Download PDF reader). Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA). Go to evaluators for a list of accepted organizations that evaluate foreign credentials. Failure to provide this evaluation at the time of application may result in you being screened out of the process. The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. Accommodations If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator (Download PDF reader) for the agency that posted this position vacancy.