Professional Licensing Supervisor (PLR2)

We are dedicated to growing a culture of belonging through our values:

Respect Trust Diversity Equity Inclusion

At the Department of Licensing (DOL) we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work create value for our customers and help build trust in our government.

Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for 2 Professional Licensing Supervisors to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers enabling them to live work drive and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws rules and agency policies please read on!

As a Professional Licensing Supervisor you will provide direct supervision and leadership to staff responsible for the processing of professional license applications across multiple programs. You will ensure staff consistently interpret and apply licensing laws rules agency policies and established procedures while delivering accurate timely and high-quality this role you will monitor workload and team performance provide guidance on complex licensing questions and application issues and support staff in making appropriate determinations on applications exam requests renewals and incomplete submissions. Success in this position requires strong supervisory skills and the ability to lead in a fast-paced evolving environment while collaborating with leadership internal teams professional associations and other jurisdictions. You will also support system integrity by helping staff identify report track and test solutions to licensing system issues and by contributing to process improvements that enhance efficiency and customer experience. Your ability to lead staff promote accountability foster a high-performing team and drive continuous improvement will be critical to achieving positive outcomes for both customers and the agency.

Some of what you will do:

• Supervise licensing staff by establishing clear performance expectations supporting professional development and ensuring team goals are achieved.
• Hold licensing staff accountable for meeting established licensing processing standards including applicable timelines procedures and quality expectations.
• Collect training feedback and report training deficiencies to the Licensing and Customer Support Services (LCSS) development team.
• Actively participate in calls call shadowing call metrics review and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues using applications and DOL software to document report track and test fixes.
• Research and support public disclosure requests data requests and workload reports related to licensing.
• Support front counter staff with customer questions and requests.

What you will bring to the role:

• Six (6) years of experience in a licensing or regulatory program. This experience may come from working in licensing or in a regulated field where you applied interpreted or helped others comply with rules and requirements.

• One (1) year of experience as a Professional Licensing Representative 1.

• Experience must include the following:
  • Three (3) years of customer service experience providing assistance by phone or in person including regularly explaining rules policies procedures or requirements.
  • Two (2) years of experience supervising staff including providing direction guidance coaching and feedback.
  • One (1) year of experience communicating effectively both verbally and in writing with a diverse customer base while maintaining confidentiality.
  • One (1) year of experience accessing entering and maintaining information across multiple database systems.
  • One (1) year of experience creating maintaining and updating records using multiple software applications.
  • One (1) year of professional telephone experience including operating a multi-line phone system answering and transferring calls taking messages and providing assistance by phone.
• The ability to:
  • Understand and follow agency values of respect trust diversity equity and inclusion through behaviors and decisions.
  • Promote and support a respectful equitable and inclusive workplace for all employees.
  • Promote and support respectful equitable and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

• Education or experience beyond the required qualifications in relevant fields.
• Experience in the following:
  • Developing specific relevant measures and using them to improve performance motivate staff and influence decision makers.
  • Assisting in developing personal training plans that instruct coach and identify training needs.
• The ability to identify investigate and resolve customer technical issues using an organizations computer software or systems.

• This position follows a hybrid work schedule which requires working onsite every Wednesday and Thursday at our Olympia WA office with additional onsite days scheduled throughout the month to meet in-person customer service needs.
• Prior to a new hire a pre-employment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

• Select the apply button at the top of this job announcement.
• Attach your cover letter and resume.

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.