OPERATIONS & MGMT CONSULTANT I - SES - 60040441

State of Florida•Jacksonville, FL

4d•Onsite

About The Position

This posting will be used to fill a position vacancy in Selected Exempt Service (SES).This is a full-time position. This is an Internal Agency Opportunity for qualified candidates currently employed with the Department of Children and Families in the Economic Self-Sufficiency (ESS) program. This position is for the Customer Call Center Team and can be located in Jacksonville, Tampa or Miami, FL. Teleworking is not an option. The minimum salary for this position is $44,015.14 annually / $1,692.89 bi-weekly. Current employees will be compensated in accordance with the DCF salary policy. This is a highly responsible position assigned to report directly to the Program Administrator and requires expertise in the government assistance program areas; including extensive knowledge of program concepts, Federal and State laws and regulations, and computer systems that support the government assistance programs. Provides leadership and supervision to include compliance with program requirements/business model, and effective performance feedback. The primary duty of the incumbent in this position is to spend most of their time engaged in the roles of eligibility determination and SSI-Related Medicaid for the customer call center. Those roles include call volume forecasting, workgroup forecasting, workgroup productivity management, workgroup auditing, call monitoring, scheduling shifts, processing leaves, leave management, reporting on these elements, reviewing call center metrics and data, quality assurance and other/special assignments as assigned. The incumbent in this position will have the authority to hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. The incumbent in this position will be responsible for making business recommendations as appropriate in addition to evaluating direct reports against established standards and taking appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

Requirements

Four (4) years professional experience working with Department of Children and Families (DCF) ESS Program where the primary duties include eligibility determination, investigation, interviewing, counseling and SSI- Related Medicaid knowledge. A bachelor’s degree from an accredited college or university can substitute for the required work experience.
Minimum one year of supervisory experience within the call center or eligibility teams in the DCF-ESS Program.
Valid Driver's License.
Must be able to lift 25 lbs. or more.
Must be willing to travel.

Responsibilities

Provides direct supervision of front-line supervisors for the delivery of services to Departmental customers.
Evaluates subordinates and their administrative units on performance and quality of service delivered to departmental customers; provides positive reinforcement along with corrective actions as necessary.
Develops and coordinates corrective action reports for effectiveness and timelines within program policy and procedure guidelines.
Monitors and evaluates operational outcomes.
Analyzes performance data.
Recommends and initiates performance improvement strategies.
Prepares reports and presentations.
Assists with operational planning and service delivery.
Uses program expertise and experience to assist with resolving difficult or high-profile clients, provider complaints, or other customer service issues.
Performs other duties as directed.