CCC Operations Lead: Senior Management Analyst

State of Florida; Tallahassee (FL); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Retirement package

Paid holidays

Personal holiday

Paid leave

Health insurance

Life insurance

Tuition waiver

Job summary

State of Florida – Department of Business and Professional Regulation, Division of Service Operations, seeks a Senior Management Analyst Supervisor in the Customer Contact Center to oversee daily CCC operations, staffing, and performance reporting.

This role requires strong leadership, 5+ years supervising staff, 3+ years in a call center, and experience interpreting policies; you will coordinate with divisions, plan workflows, monitor call volumes, and drive process improvements in a fast-paced

Qualifications

• Must have at least five years of experience supervising staff.
• Must have at least three years of experience in a customer service/call center environment.
• Must have one year of experience interpreting, implementing, administering and/or communicating policies.

Responsibilities

• Oversee daily CCC operations, staffing and performance reporting.
• Coordinate with business units on escalations submitted by CCC.
• Plan workloads, workflows, deadlines and time utilization with employees.
• Monitor call volumes and ensure adequate phone coverage.
• Conduct special projects and monitor fiscal and statistical reports.

Skills

People management

Call center experience

Policy interpretation

Job description

State of Florida – Department of Business and Professional Regulation, Division of Service Operations, seeks a Senior Management Analyst Supervisor in the Customer Contact Center to oversee daily CCC operations, staffing, and performance reporting.

This role requires strong leadership, 5+ years supervising staff, 3+ years in a call center, and experience interpreting policies; you will coordinate with divisions, plan workflows, monitor call volumes, and drive process improvements in a fast-paced