OPERATIONS MANAGER A-SES (WT: CUST SERVICE CENTER SUPERVISOR II - SES) - 76001148

State of Florida•Tallahassee, FL

2d•$50,000

About The Position

As a CSC Correspondence Supervisor-SES, you will be responsible for administering daily operational activities of the Bureau of Customer Service’s Correspondence Team. The supervisor will be accountable for monitoring the workflow of all correspondence types, the assignment of work, and the timely completion of work. This Supervisor will be responsible for ensuring all customer communications written or verbal contain exemplary writing skills, formatting, grammar, spelling, the correct action plan, and content. This Supervisor is responsible for efficiency and distribution of daily reports. This Supervisor is held accountable for the entire administrative support function for the Correspondence Center. This includes processing faxes, emails, correspondence, and escalations. Monitors the workflow of all correspondence types, the assignment of work, and the timely completion of work. Ensures that the appropriate systems are utilized for automatic assignment of work to members, when applicable. Reports are completed and dispersed, accurately and timely. Supervises, manages, and holds members accountable for performance expectations and attendance. Provides coaching, feedback, development, and discipline as needed to members. Responsible for monitoring each direct reports’ weekly work product to ensure that customers are being provided complete and accurate information. Identifies and provides feedback when needed to members and management. Conducts ten (10) monthly monitors on each team member; providing timely feedback to members and management to improve member performance and data analysis. Maintains weekly timesheet data and approve timesheets timely as outlined by the Bureau. Maintains electronic work files on each member. This is to include coachings, feedback, discipline, and any other pertinent communications. Oversees the development of members through mentoring, coaching, and continued training. Identifies and provides training as needed. Ensures that members continue educating themselves in all applicable areas throughout the agency by permitting and facilitating inter-departmental training, regularly. The supervisor will be responsible for identifying new processes and updates as needed throughout the unit to ensure the high level of quality work product. This will include but is not limited to: Identifying and completing rewrites of the templates used in responses, Updating processes for efficiency and system changes, Create new processes, Identify and make recommendations that support First Call Resolution, Work with CSC management to establish uniform work practices and identify opportunities for improvements, Make recommendations, and including technology. Which improve the ability of staff to serve customers.

Requirements

Knowledge of Microsoft Office programs including Excel, Word, and Outlook, ORION, FVRIS, Expert, Motorist Maintenance, DAVID.
Knowledge of principles and processes for providing customer service.
Ability to interpret and apply laws, policies, and procedures.
Ability to communicate effectively verbally and in writing.
Ability to establish and maintain effective working relationships with others.
Ability to develop, update and deliver training.
Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of customer service delivery.
Ability to supervise others.
Ability to work efficiently and effectively with little supervision.
Ability to utilize problem-solving techniques.
Ability to track, control, and monitor work assignments of supervised employees.
Ability to use Internet applications.
Skill in the operation of a personal computer.

Nice To Haves

Do you have two (2) or more years of professional work experience using Microsoft Word, Excel and Outlook?
Do you have two (2) or more years of professional work experience supervising and/or managing subordinates?
Do you have two (2) or more years of professional work experience providing customer service?
Do you have experience handling escalated calls in a call center, customer service and/or public relations environment?
Do you have two (2) or more years of experience in Driver License and/or Motor Vehicle program areas including familiarity with applications such as ORION (Motorist Maintenance), FRVIS, Expert, and DAVID systems?

Responsibilities

Administering daily operational activities of the Bureau of Customer Service’s Correspondence Team
Monitoring the workflow of all correspondence types
Assignment of work
Timely completion of work
Ensuring all customer communications written or verbal contain exemplary writing skills, formatting, grammar, spelling, the correct action plan, and content
Efficiency and distribution of daily reports
Processing faxes, emails, correspondence, and escalations
Ensuring that the appropriate systems are utilized for automatic assignment of work to members, when applicable
Supervising, managing, and holding members accountable for performance expectations and attendance
Providing coaching, feedback, development, and discipline as needed to members
Monitoring each direct reports’ weekly work product to ensure that customers are being provided complete and accurate information
Conducting ten (10) monthly monitors on each team member; providing timely feedback to members and management to improve member performance and data analysis
Maintaining weekly timesheet data and approve timesheets timely as outlined by the Bureau
Maintaining electronic work files on each member. This is to include coachings, feedback, discipline, and any other pertinent communications
Overseeing the development of members through mentoring, coaching, and continued training
Identifying and providing training as needed
Identifying new processes and updates as needed throughout the unit to ensure the high level of quality work product
Identifying and completing rewrites of the templates used in responses
Updating processes for efficiency and system changes
Creating new processes
Identifying and making recommendations that support First Call Resolution
Working with CSC management to establish uniform work practices and identify opportunities for improvements
Making recommendations, and including technology which improve the ability of staff to serve customers