CALL CENTER SERVICES SUPERVISOR - SES - 60023413

State of Florida•Jacksonville, FL

5d•Onsite

About The Position

This position is full-time, working 40 hours per week. This position is for the Customer Call Center and can be located anywhere in either Tampa, Jacksonville or Miami, FL. The selected candidate will work in the office location as assigned. Current employees will be compensated in accordance with the DCF salary policy. Some travel may be required (limited travel). This is an ESS Statewide Call Center Supervisor position. The position location will be at one of the ESS Program Call Centers in one of these cities: Tampa, Miami, Jacksonville, FL. 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.). Incumbents may be expected to work during emergency situations or natural disasters.

Requirements

Must have at least two (2) years of experience in a contact center as a representative, lead worker, supervisor, or other role.
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.
Detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining government assistance eligibility, monitoring, and measuring performance.
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.
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.
Candidates 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.
Candidates applying to positions in the Economic Self Sufficiency Program will have a Benefit Recovery check completed.

Nice To Haves

At least one (1) year of experience working for the Department of Children & Families Economic Self -Sufficiency (ESS) program determining eligibility, answering calls, supervising others, or any other support role in the past 10 years.

Responsibilities

Supervision of a call center unit that is responsible for providing support services for government assistance programs.
Communicating with, motivation, training, and evaluating employees.
Planning and directing their work.
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.).
Work during emergency situations or natural disasters.