Customer Care Center Regional Manager (Administrative Officer 1) (DOT, Support Services Only)

Commonwealth of Pennsylvania; Reading (Berks County); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Telework option after training

Job summary

Commonwealth of Pennsylvania in Reading, PA seeks a Customer Care Center Regional Manager to lead high-performing teams and drive service excellence across the Customer Care Center. You will oversee operations, coach supervisors, and align resources with partner PennDOT programs to improve customer experience.

The role emphasizes service quality, workforce development, and cross-bureau coordination, with schedule set at 8:00 AM–5:00 PM, Monday–Friday, and a potential telework option after six

Qualifications

• Two years of experience in varied office management or staff work; bachelor’s degree; or
• Any equivalent combination of experience and training.

Responsibilities

• Direct supervisors and support customer service teams in delivering high-quality assistance to the public
• Analyze queue data, monitor workloads, and adjust resources to improve customer flow and wait times
• Develop and implement procedures, action plans, and operational changes that strengthen performance and efficiency
• Review fee waiver activities, identify discrepancies, and address potential concerns or suspected misconduct
• Collaborate with multiple PennDOT units to resolve issues and achieve timely solutions for customers and staff
• Support succession planning, career development, knowledge sharing, and employee recognition efforts

Skills

Leadership

Team management

Operations planning

Education

Bachelor's degree

Job description

If you are a Bureau of Support Services employee looking for a rewarding leadership opportunity, this is your chance to step forward. As a Customer Care Center Regional Manager with the Department of Transportation, you will lead high-performing teams and drive service excellence across the Customer Care Center. Your decisions will support employees, strengthen operations, and enhance the customer experience. Join a role where your leadership can create a lasting impact.

This position provides leadership and direction for Customer Care Center operations while supporting supervisors and customer service staff who respond to a wide variety of public inquiries. The role focuses on service quality, workforce development, operational efficiency, and collaboration across multiple PennDOT programs. As a Customer Care Center Regional Manager, you will perform the following duties:

• Team Leadership: Direct supervisors and support customer service teams in delivering high-quality assistance to the public
• Operational Oversight: Analyze queue data, monitor workloads, and adjust resources to improve customer flow and wait times
• Process Improvement: Develop and implement procedures, action plans, and operational changes that strengthen performance and efficiency
• Compliance Monitoring: Review fee waiver activities, identify discrepancies, and address potential concerns or suspected misconduct
• Cross Bureau Coordination: Collaborate with multiple PennDOT units to resolve issues and achieve timely solutions for customers and staff
• Workforce Development: Support succession planning, career development, knowledge sharing, and employee recognition efforts

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information

• Full-time employment, 80 hours bi-weekly
• Work hours are 8:00 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch.
• Travel and overtime as required. May be required to work during authorized office closings.
• Telework: You may have the opportunity to work from home (telework) part-time, after completion of a successful six month training period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Reading. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Organization or Location Restrictions

• This posting is restricted to Department of Transportation, Bureau of Support Services employees only.

QUALIFICATIONS

Minimum Experience and Training Requirements

• Two years of experience in varied office management or staff work; and bachelor's degree; or
• Any equivalent combination of experience and training.

Additional Requirements

• You must possess a current Class C driver's license which is not under suspension.
• You must be able to perform essential job functions.

Legal Requirements

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.
• This position requires the selected candidate to undergo and pass a Fingerprint and Name-Based Criminal History Check prior to employment.

This position is not subject to the provisions of a collective bargaining agreement or memorandum of understanding.

Veterans

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS)

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.