CONTACT CENTER ADMINISTRATOR - 72004197

State of Florida

2d•Onsite

About The Position

This is a highly responsible administrative position requiring excellent supervisory, administrative and customer service skills. The incumbent supervises full-time employees and part time OPS staff and assists the Chief of Contact Center with managing the Division of Retirement Contact Center and ensuring the accomplishment of goals and objectives. The contact center is a highly complex, technical, demanding and fast-paced work environment which requires the close supervision of full-time employees and part-time OPS staff. The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws. The incumbent may also be required to possess a working knowledge of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

Requirements

Ability to supervise people; determine work priorities
Knowledge of FRS statues and rules. Ability to understand and apply applicable rules, regulations, policies, and procedures relating to retirement programs.
Knowledge of the principles and techniques of effective communication.
Knowledge of Contact Center software.
Communicating effectively with others in writing.
Identifying the nature of problems and recommend solutions.
Knowledge of policies and practices involved personnel and human resource procedures.
Knowledge of principles and processes involved in business and organizational management. This includes strategic planning, resource allocation, leadership techniques and organizational change management.
Ability to organize data into logical format for presentation in reports, documents and other written materials.
Ability to utilize problem solving techniques.
Ability to plan, organize and coordinate work assignments.
Using logic and analysis to identify the strengths and weaknesses of different approaches.
Ability to work independently and as a team.
Ability to establish and maintain effective working relationships with others.
Honest, loyal, team work oriented, great communication skills, a positive attitude and perception and professional respect for teammates.
Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork
Seven years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, and personnel.
A postsecondary degree may be used as an alternative for years of direct experience.

Nice To Haves

Supervisory experience a plus.

Responsibilities

Supervises multiple employees in various positions from part time OPS employees to Member Service Advocate (MSA) employees to ensure the accomplishment of the goals and objectives of the Contact Center.
Coordinates the daily activities of the Contact Center MSAs to ensure world class customer service is achieved. Responsible for the daily functioning of the Contact Center support desk and collaboration with the Blair Stone support desk to ensure operational coverage and timely completion of special projects. Responsible for monitoring Retirement email inbox to ensure timely responses based on email inflow fluctuation. Responsible for proper handling and routing of escalated calls.
Responsible for working with Division fraud team to establish and maintain fraud procedures for the Contact Center.
Responsible for coordinating all scheduling using the Work Force Management software in an accurate and efficient manner to ensure that the Contact Center is staffed according to forecasted call volume needs.
Responsible for the execution of proper procedures related to OPS working hours and duties.
Responsible for maintaining the proper functioning of the Workforce Management database.
Responsible for managing staffing resources and supporting the division’s goal of timely filling vacant positions. Recruits, interviews, selects, hires and promotes persons for the Contact Center within the Division’s time frames. Ensures accurate Contact Center statistics are generated, compiled, analyzed and distributed in prescribed formats to management. Ensures accurate OPS budget is generated, compiled, analyzed and distributed in prescribed formats to management in a timely manner without exceeding the allocated budget.
Reports and tracks all telephony issues in a timely and accurate manner.
Performs Administrator On Call Duties as assigned.
Works closely with the Contact Center team to create a positive, motivating work environment so each employee has the tools, training and desire to meet or exceed their SMART expectations.
Measures, reviews, scores and documents MSA’s job performance. Meets individually with direct reports on a regular basis regarding their performance. This includes reviewing attendance, short- and long-term goals, strengths and weaknesses, areas for improvement. Gives overview of how they are measuring up to their SMART expectations and provides strategies to achieve improvement.
Identifies employee patterns of below standard performance and violations of Division of Retirement and DMS policies and procedures. If patterns are identified, work in conjunction with HR to put together written improvement plans and / or take the appropriate disciplinary actions to promote employee improvement.
Reviews, scores and approves random phone recordings, emails, and required call notes to ensure all customers receive courteous, accurate, professional and efficient customer service. Works with the Quality Assurance Team to determine trends in MSA professionalism and accuracy.
Monitors, reviews, scores and approves MSA’s adherence to work schedules, as necessary. This includes making sure MSAs arrive, go to and return from breaks and lunches, and leave on time.
Prioritizes work and delegates responsibility of assignments to ensure accuracy, efficiency and completion of work by deadlines.
Participate in the preparation, writing and utilization of new hire packages, position descriptions and performance appraisals.
Evaluates and implements procedures within the Contact Center due to changes in statutes and/or rules, or as directed by Division leadership. Participates in creating and writing Legislative Budget Requests and Benchmarking for the Division Director and other special projects as assigned.
Works with representatives from other bureaus in the Division, other areas of the department, or other agencies to resolve issues relating to active and retired members and employers served by the Contact Center.
Other duties as assigned.