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

State of Florida•Jacksonville, FL

4d•Onsite

About The Position

The Department of Children and Families is hiring a full-time ESS Statewide Call Center Supervisor to supervise a call center unit that provides support services for government assistance programs. The position is based at a DCF office in Miami, Tampa, Jacksonville, or Orlando, Florida, and is not eligible for telework. Multiple positions are available. The supervisor needs detailed knowledge of eligibility processes, procedures, and computer systems used to determine eligibility for government assistance, as well as monitor and measure performance. The role’s primary duties include communicating with, motivating, training, and evaluating employees; planning and directing their work; and making effective recommendations on personnel actions. The supervisor evaluates employees against established standards and takes appropriate recognition, reward, or corrective actions when needed. Incumbents may be expected to work during emergencies or natural disasters. The position requires compliance with applicable laws, rules, regulations, policies, and procedures. Employment is contingent on required background screening.

Requirements

At least two years of experience in a call center environment serving clients or customers.
At least one year of experience in a leadership role as a supervisor or lead worker, with significant duties as a mentor or monitoring the work of others.
Experience, education, training, knowledge, skills, and abilities claimed in the application must be verifiable.
Must be a U.S. citizen or lawfully authorized alien worker.
Must successfully complete required State and National criminal history screening and applicable background checks.
Must complete required Benefit Recovery screening for Economic Self Sufficiency Program applicants.

Nice To Haves

At least one year of experience within the past 10 years working for the Florida Department of Children and Families Economic Self Sufficiency Program, with primary duties involving eligibility determination, customer communication for government assistance programs, or training ESS employees.

Responsibilities

Supervise a call center unit that provides support services for government assistance programs.
Communicate with, motivate, train, and evaluate employees.
Plan and direct employees’ work.
Make effective recommendations regarding hiring, transfer, suspension, layoff, promotion, discharge, assignment, rewards, and discipline of direct reports.
Evaluate employees against established standards and take appropriate recognition, reward, or corrective actions.
Use detailed knowledge of eligibility processes, procedures, and computer systems to support eligibility determination and monitor and measure performance.