PROGRAM OPERATIONS ADMINISTRATOR - SES - 64082254
About The Position
Are you a strong manager with a firm background in prioritizing work? Do you have a thirst for GOOD customer service practices? Are you willing to build a team that exceeds expectations while simultaneously supporting one another? Do you possess an appropriate sense of urgency and empathy? If you answered yes to the above questions, and if joining a management team that is committed to building a strong foundation of communication and excellent customer service, then we want to hear from you! The Bureau of Operations, Licensure Support Services Unit’s Customer Contact Center is seeking a dedicated, driven Program Operations Administrator to join our dynamic management team.
Requirements
- Ability to utilize computers and telephone equipment required for the position.
- Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
- Ability to supervisor others.
- 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.
- Three (3) years working in a structured Customer Contact Center and/or college education on a year-for-year basis.
- Demonstration of personal, professional development geared toward public administration, management and leadership.
Responsibilities
- This position spends more than 50% of 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.
- Supervisor of nine call agents in the Customer Contact Center with the Bureau of Operations.
- Providing call agents with instructions, procedures, and directives needed to efficiently provide professional, accurate and courteous assistance to the public.
- Measure staff performance via Contact Center reports and monitor phone calls
- Handle escalated calls by providing personal guidance to healthcare practitioners with more complex and/or technical inquiries regarding certification, licensure, discipline, and other regulatory functions.
- Assist the section manager in developing policies and procedures for the team and recommends any necessary changes in the aforementioned. As well as assists in managing the development of new programs and improvements to the existing to meet client, applicant and/or licensee needs to ensure the efficiency of the Call Center Operations.
- 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;
- And more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
