GENERAL AND OPERATIONS MANAGER I - 64080461

State of Florida • Tallahassee, FL

2d • Onsite

About The Position

Are you a dynamic leader with a proven ability to prioritize, inspire, and deliver exceptional results? Do you value outstanding customer service and believe in building high-performing teams that support one another? Are urgency, empathy, and clear communication at the core of your leadership style? If so, we want to hear from you! The Bureau of Operations, Licensure Support Services Unit’s Customer Contact Center is seeking a dedicated and driven General and Operations Manager I to lead our management team. This role offers the opportunity to shape a culture of excellence, foster collaboration, and ensure our team exceeds expectations while providing superior service to those we serve.

Requirements

• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to supervise managers and develop leadership potential.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals.
• Ability to establish and maintain effective working relationships with others.
• Experience at a management level in a customer contact center; experience supervising teams of call agent supervisors is highly preferred.
• Understanding of customer service in a high-volume, front-line customer contact center and the ability to resolve issues.
• Two (2) years’ working in a structured Customer Contact Center.
• Two (2) years’ managing teams who provide customer service.
• College education can substitute for the required experience on a year-for-year basis.
• Demonstration of personal, professional development geared toward public administration, management and leadership.

Responsibilities

• This position spends the majority the time engaged in supervisory responsibilities. This includes communicating, motivating, training, and evaluating employees in addition to planning and directing employees’ work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensure proper coverage, and complete timesheets.
• The incumbent in the position is directly engaged in the daily operations and planning the use of resources in our Centralized Call Center, responsible for fostering accountability, professional growth, and culture of continuous improvement. The incumbent ensures that the call center operates efficiently, and adapts to evolving demands, and consistently delivers high-quality customer service.
• This position is responsible for the administration and management of the centralized call center within the Bureau of Operations in the Division of Medical Quality Assurance. The employee exercises independent judgment in formulating policies and procedures relative to communication services, training, and recruitment for the section ensuring consistency, compliance and efficiency across operations. The employee will be responsible and have oversight of training, development, and recruitment of all call center staff.
• The incumbent selected for this position will lead policy development, streamline processes, and oversee training to ensure efficient licensure support. Drive team growth, foster leadership, and build a culture of accountability and excellence—while staying ahead of call center trends and best practices.
• Directs the review of work processes of the section, and coordinates development and implementation of systems to meet the needs of customers more effectively and efficiently. Confers with personnel concerned to ensure successfully functioning of newly implemented systems or procedures.
• Performs related work as required.

Benefits

• 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: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees