GOVERNMENT OPERATIONS CONSULTANT I - 73000123

State of Florida•Tallahassee, FL

2d•$49,079 - $49,079•Onsite

About The Position

This is a Government Operations Consultant I position in the General Tax Administration Program’s, Taxpayer Services Process (TSP), Resource Support Group. The incumbent will be responsible for providing support to process objectives and initiatives within TSP including designing and conducting training, creating and maintain training materials, evaluating contact center phone and correspondence interactions, and supporting quality assurance activities to ensure high-quality customer service, agent performance, and compliance with established policies and procedures.

Requirements

Currently employed with the Florida Department of Revenue.
Two years of experience in analyzing operational problems or issues and recommending corrective actions for improvement
Two years of experience in developing operational reports and technical documentation, including operational manuals, procedures, guides, operator instructions, and systems reporting
Two years of experience in designing and deploying effective and efficient training strategies.
Two years of experience working within the System for Unified Taxation (SUNTAX).
Experience using Microsoft Word and Excel.

Nice To Haves

Experience completing, verifying, auditing, or processing business tax reports/returns.
Customer service experience.
Strong knowledge of Microsoft Office.

Responsibilities

Providing support to process objectives and initiatives within TSP
Designing and conducting training
Creating and maintaining training materials
Evaluating contact center phone and correspondence interactions
Supporting quality assurance activities to ensure high-quality customer service, agent performance, and compliance with established policies and procedures