RESEARCH & TRAINING SPECIALIST - SES - 79010019

State of Florida

5d

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).
The incumbent in this position analyses, designs, develops, implements and conducts training programs specifically relating to customer service and the Customer Contact Center (CCC) best practices.  The incumbent provides training on the department’s licensing database, Customer Relation Management (CRM) system, document imaging system, and associated software programs.  This position is responsible for coordinating and/or conducting the training needs of the bureau in all areas of function.

Requirements

• Must have experience in curriculum design, lesson plan and training development as well as classroom training and facilitation; and
• Must be proficient with Microsoft products including Excel, Power Point and Word.

Responsibilities

• Performs all required tasks related to the supervision of employees, including approval of attendance and leave, approves and submits timesheets no later than close of business day at the end of the pay period, evaluating employee performance (preparing performance plans, performance evaluations, and position descriptions, etc.), recruitment and selection, administering discipline if needed, employee development, and other supervisory related duties. Plans work flow and objectives and establishes deadlines.  Provides appropriate motivation to employees and meets with staff regularly.
• The incumbent in this position analyzes, designs, develops, implements and conducts training programs specifically relating to customer service, Customer Contact Center (CCC) best practices, CCC systems, Departments license database, document imaging, system and associated software programs and the training needs of the Bureau in all areas of function.
• Delivers and coordinates systems related classroom instruction to CCC employees. Conducts instructional design research during the development of training curricula.  Performs special training related projects that may be required.  Special training related duties may include acquiring and assembling materials, classroom set up, student support during training sessions and opening and closing courses.  Maintains employee training records.
• Consults with the Bureau Chief, Training Manager, and unit leaders to compile and maintain knowledge base materials and technical information for developing goals and objectives for training courses.  Compiles statistical research data relative to training and prepares reports as needed.
• Determines training needs by consulting with the employees and/or supervisors as needed, and through annual training needs assessment.  Coordinates the annual training needs assessment and develops the annual training course catalogue. Develops and maintains the CCC best practices manual.
• Handles escalated customer issues including those brought forth by CCC management staff or the Secretary's office.  Ensures timely assignment and handling of DSO Referral Priorities.

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees