CALL CENTER SERVICES SUPERVISOR - SES - 60025503 - Economic Self Sufficiency Program

Florida; Miami (FL); On-site; USD 36,000 - 44,000; Full time

Job summary

Department of Children and Families is seeking a Call Center Services Supervisor in SES to oversee a state-wide call center unit supporting government assistance programs. The role requires in-depth knowledge of eligibility processes, guidance in staff coaching, and performance monitoring. Based in one of several FL offices, with no telework option.

The position is full-time, 40 hours weekly, with a minimum annual salary reflected and governed by the DCF Salary Policy.

Qualifications

• Must have at least two (2) years of experience in a call center environment serving clients or customers.
• Must have at least one (1) year experience in a leadership role as a supervisor or lead worker with significant duties performed as a mentor or monitoring the work of others.

Responsibilities

• Supervise a call center unit providing support for government assistance programs.
• Direct and evaluate staff, train employees, and manage performance.
• Hire, transfer, suspend, promote, or discipline direct reports as needed.

Skills

Call center experience

Leadership

Job description

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CALL CENTER SERVICES SUPERVISOR - SES - 60025503 - Economic Self Sufficiency Program

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:887010

Agency: Children and Families

Working Title: CALL CENTER SERVICES SUPERVISOR - SES - 60025503 - Economic Self Sufficiency Program

Pay Plan: SES

Position Number:60025503

Salary: $40,125.02 minimum. DCF Salary Policy will apply.

SUPERVISOR SES – Customer Contact Center

Department of Children and Families

The position will work from the DCF offices in one of the following locations: Miami, Tampa, Jacksonville, or Orlando, FL.

This position is not eligible for telework.

This posting will be used to fill a position vacancy in Select Exempt Services (SES).

Salary: $40,125.02 annual minimum. Current employees will be compensated in accordance with the DCF Salary Policy.

This is a full-time position working 40 hours per week.

REQUIRED QUALIFICATIONS:

• Must have at least two (2) years of experience in a call center environment serving clients or customers AND
• Must have at least one (1) year experience in a leadership role as a supervisor or lead worker with significant duties performed as a mentor or monitoring the work of others.

Preference given to applicants with the following:

• At least one (1) year of experience within the past 10 years, working for the FL Department of Children & Families Economic Self Sufficiency (ESS) Program where the primary duties included determining eligibility, customer communication for government assistance programs, or training ESS employees.

What You Will Do:

This is an ESS Statewide Call Center Supervisor position.This is a professional position primarily responsible for the supervision of a call center unit that is responsible for providing support services for government assistance programs. The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining government assistance eligibility, monitoring, and measuring performance. The primary duty of the incumbent in this position is to spend most of their time communicating with, motivation, training, and evaluating employees, planning and directing their work, and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. Evaluates employees against established standards and takes appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

Additional Information/Requirements:

• Incumbents may be expected to work during emergency situations or natural disasters.

The DCF Mission:

The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.To learn more about DCF please visit https://www.myflfamilies.com/

Benefitsfor the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits. For a more complete list of benefits, visit www.mybenefits.myflorida.com .

The Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.

EMPLOYMENT DISCLOSURES

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

We hire only U.S. citizens and lawfully authorized alien workers.

Participation in theState of FloridaDirect Deposit Programis required as a condition of employmentper F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

If you are aretireeof theFlorida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.Contact https://myfrs.com/ for more information.

SELECTIVE SERVICE:

Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS.Verification of Selective Service registration will be conducted prior to hire.For more information, please visit the SSS website: http://www.sss.gov .

BACKGROUND SCREENING REQUIREMENT:

It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.

Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees will be retained in state and national Record of Arrest and Prosecution (RAP) Back Program, providing real-time arrest hit notifications.

BENEFIT RECOVERY SCREENING:

Candidates applying to positions in the Economic Self Sufficiency Program will have a Benefit Recovery check completed.

If you experience problems applying online,please call thePeople First Service Center at [phone].

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.

Location:

MIAMI, FL, US, 33128 ORLANDO, FL, US, 32801 TAMPA, FL, US, 33612 JACKSONVILLE, FL, US, 32207 ORLANDO, FL, US, 32803

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.