REGULATORY PROGRAM ADMIN-SES - 79000598

State of Florida

1d

About The Position

The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail.  This position works as a Regulatory Program Administrator for the Customer Contact Center (CCC).
This position is responsible for managing a staff of 13 Customer Contact Center Agents and Regulatory Consultants.  The incumbent must understand the Department related Florida Statutes and the related Administrative Rules, DBPR policies and procedures and exercise independent judgment in dealing with licensees.  The Regulatory Program Administrator is responsible for the daily operating environment of his/her team including attendance and discipline.  Additionally, this position will accept escalated calls from customers wanting to speak to a supervisor.  The incumbent is also expected to mentor and train call agents and Regulatory Consultants.  Duties include but are not limited to:

Requirements

• Must have two (2) years of experience interpreting, implementing, administering and/or communicating policies and procedures
• Must have two (2) years of experience supervising, developing, motivating, mentoring and coaching employees to achieve success
• Must have experience preparing written correspondence
• Must be proficient in Microsoft Office Suite

Nice To Haves

• Knowledge of the CCC and Department's system including the licensing database and document imaging system.
• Ability to establish and maintain effective working relationships with others.
• Supervisory skills; including developing, motivating, mentoring and/or coaching employees.
• Ability to communicate effectively with others.
• Ability to hold staff meetings.
• Knowledge of Florida Statutes, board and department rules governing licensure and regulation, and consumer protection.
• Knowledge of the techniques for handling complaints and dealing with the public.
• Ability to compile, organize and analyze data reports.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals

Responsibilities

• Supervise staff for daily operations; including providing guidance and direction to staff, approving time and attendance, performing evaluations, review and offer training to staff, attend staff meetings, communicate workflow or operation changes to staff, administer discipline as needed, and assisting with keeping morale up.
• Ensure Quality Customer Service by participating in the daily work operations and offering feedback, training, and other resources as needed.
• Enforce Policies and Procedures.
• Participate in training and continuous improvement projects; be proactive by offering suggestions on process improvements.
• Assist with incoming calls as needed during high volumes/low staffing; and manage escalated calls as received; respond timely to e-mails received directly and other correspondence.
• Provide backup support to staff and management as needed.

Benefits

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed