Customer Contact Center Director - 60046097 - ESS Program

State of Florida • Jacksonville, FL

11d • Hybrid

About The Position

This is an advanced professional position that provides leadership and oversight of the ESS Statewide Customer Contact Center. Primary office locations are located in Tampa, Miami and Jacksonville. The incumbent is expected to strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures and improve the customer experience. This position will be required to travel to locations throughout the state of Florida and to meetings, conferences, or events as appropriate within the United States. Serves in leadership role for DCF during implementation of the Disaster Supplemental Nutrition Assistance Program (DSNAP) Disaster Response team and, in that capacity, may be required on short notice to perform duties and travel in support of disaster relief. During such events, the incumbent will be required to work more than 8 hours a day. The ideal candidate for this position will develop and maintain effective working relationships and foster a collaborative work environment among staff to ensure outstanding customer service and the achievement of program goals. Have strong leadership and management skills with the ability to effectively lead and motivate a large workforce. Possess excellent active listening, oral and written communication skills to include the ability to effectively articulate and convey information so that it is readily understandable. Be comfortable speaking in public and to diverse individuals at all levels. Be solutions oriented with the ability to use critical thinking, judgement and discretion to make sound decisions, solve problems and make effective recommendations. Be able to understand, interpret and apply a comprehensive knowledge of applicable laws, agency policies and procedures. Possess strong computer application skills with the ability to effectively utilize applications related to business operations and human resource administration.

Requirements

• Minimum five years of executive level experience managing large teams.
• Ability to travel overnight to conduct official business.

Nice To Haves

• Management experience in call center operations.
• Knowledge of the government assistance processes and procedures used to determine public assistance eligibility.
• A bachelor’s degree from an accredited college or university.

Responsibilities

• Provides leadership and oversight of the ESS Statewide Customer Contact Center.
• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures and improve the customer experience.
• Travel to locations throughout the state of Florida and to meetings, conferences, or events as appropriate within the United States.
• Serve in a leadership role for DCF during implementation of the Disaster Supplemental Nutrition Assistance Program (DSNAP) Disaster Response team and, in that capacity, may be required on short notice to perform duties and travel in support of disaster relief.
• Develop and maintain effective working relationships and foster a collaborative work environment among staff to ensure outstanding customer service and the achievement of program goals.
• Effectively lead and motivate a large workforce.
• Effectively articulate and convey information so that it is readily understandable.
• Use critical thinking, judgement and discretion to make sound decisions, solve problems and make effective recommendations.
• Understand, interpret and apply a comprehensive knowledge of applicable laws, agency policies and procedures.
• Effectively utilize applications related to business operations and human resource administration.

Benefits

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts.
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive