Senior Management Analyst Supv - SES - 79010136

DGS Office of External Affairs; Tallahassee (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

DGS Office of External Affairs in Tallahassee seeks a Senior Management Analyst Supervisor within the Customer Contact Center of the Division of Service Operations. You will oversee daily operations, productivity, and personnel matters, reporting to the Bureau Chief and handling hiring, discipline, performance reviews, escalations, and staff scheduling.

The role requires expertise in licensing regulations, customer service, and personnel management within the Department of Business and

Qualifications

• Supervisory experience and knowledge of basic management principles and practices.
• Excellent oral and written communication skills with ability to handle escalated calls and complex inquiries.
• Knowledge of Florida Statutes, Board and Department rules governing licensing and regulation.
• Proficiency with CRM, OnBase, Finesse, Microsoft Office, and spreadsheet programs.
• Ability to plan, organize, and coordinate work activities and establish effective working relationships.
• Experience with data collection, analysis, and performance monitoring.

Responsibilities

• Oversee CCC daily operations, productivity, and staff scheduling.
• Provide managerial support to the Bureau Chief, including hiring and discipline.
• Handle performance reviews, escalations, and staff development.
• Manage call center operations and report on performance metrics.
• Apply licensing regulations and regulatory knowledge to operations.

Skills

Supervisory experience

Communication skills

Regulatory knowledge

Data analysis

Tools

CRM

OnBase

Finesse

Microsoft Office

Excel

Job description

This Senior Management Analyst Supervisor position oversees daily operations, productivity, and personnel matters within the Customer Contact Center (CCC) at the Division of Service Operations. The incumbent provides managerial support to the Bureau Chief, handling hiring, discipline, performance reviews, escalations, and staff scheduling while managing call center operations and reporting on performance metrics. The role requires expertise in licensing regulations, customer service, and personnel management within the Department of Business and Professional Regulation.

Key qualifications:

• Supervisory experience and knowledge of basic management principles and practices
• Excellent oral and written communication skills with ability to handle escalated calls and complex inquiries
• Knowledge of Florida Statutes, Board and Department rules governing licensing and regulation
• Proficiency with CRM, OnBase, Finesse, Microsoft Office, and spreadsheet programs
• Ability to plan, organize, and coordinate work activities and establish effective working relationships
• Experience with data collection, analysis, and performance monitoring