SENIOR MANAGEMENT ANALYST SUPV - SES - 79010136

State of Florida • TALLAHASSEE, FL

12d • $65,000 - $74,984 • Onsite

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 Senior Management Analyst Supervisor in the Customer Contact Center (CCC). The Senior Management Analyst Supervisor is responsible for providing high-level managerial and informational support to the Bureau Chief. This management position is responsible for overseeing daily operations, productivity, and personnel matters with in the CCC. The incumbent in the position will be required to make decisions relating to the operation of the unit and to obtain solutions to complex situations by operating within well-established policies, laws, rules, and guidelines.

Requirements

• Must have at least five (5) years of experience supervising, directing, developing, motivating and counseling staff
• Must have at least three (3) years of experience in a customer service/call center environment
• Must have one (1) year of experience interpreting, implementing, administering and/or communicating policies and procedures
• Excellent communication skills both orally and in writing; ensuring all customers receive exemplary service.
• Knowledge of the methods of data collection and analysis.
• Knowledge of basic management principles and practices
• Knowledge of computer operations, systems and procedures.
• Knowledge of the Department's CRM, OnBase, Finesse, Microsoft Word, Excel, Outlook and other spreadsheet programs.
• Knowledge of and ability to understand and apply Florida Statutes, Board and Department rules governing licensing and regulation, and consumer protection.
• Knowledge of application requirements
• Ability to plan, organize and coordinate work activities.
• Ability to communicate technical information effectively.
• Ability to establish and maintain effective working relationships with others.
• Ability to supervise people.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.

Responsibilities

• Perform administrative duties relating to task assignments, personnel and all managerial decisions relating to the areas under this position's managerial authority. Includes hiring, employee termination, leave and attendance approval, discipline and performance review activities.
• Act as liaison for the CCC to the business units concerning issues relating to the escalations submitted by CCC.
• Assigns, reviews, and coordinates office operations related to all operational areas under this position's managerial authority.
• Assist with and coordinate the reporting and tracking of data relative to established performance measures.
• Uses information gathered from quality assurance reviews to assist supervisors in developing training catalogs and implementing motivational training to improve the quality and quantity of work performed by staff.
• Assists the Bureau Chief in monitoring legislative proposals and bill analysis. Makes recommendations for statute and rule changes when appropriate.
• Manages the development of new and existing programs in the Bureau and suggests improvements to meet needs more effectively.
• Conduct special projects and monitor the development of fiscal and statistical reports.
• Daily monitoring of Call Center Pulse and ensuring phone coverage as Call Volumes warrant.
• Accurate Interpretation and dissemination of licensing information to CCC staff and callers.
• Handling of escalated calls and issues.
• Assists Bureau Chief with coordination of staff scheduling in accordance with call volume and operational needs.
• Researching inquiries brought forth by CCC Regulatory Consultants, Supervisors and/or the Bureau Chief. Responding to complex telephone and web based inquiries related to application, eligibility, certification or licensure. Handles the work volume regarding CCC escalations, Secretary’s office requests, IG referrals, complaint calls, and inquiries received from the CCC Bureau Chief and/or the Division of Service Operations Director’s office. Conducts Legislative Bill Analysis. This manager makes outbound calls to customers, board offices and/or business partners as deemed necessary.
• Communicates with divisions regarding escalated issues, as needed.
• Plans work load, work flows, deadlines, work objectives and time utilization with employees.
• Work with employees to establish clear responsibilities and perform goal setting; evaluates employees based on criteria established.
• Oversees CCC Personnel actions.
• 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. Provides appropriate motivation to employees and meets with staff regularly. Motivates employees to improve the quality and quantity of work performed.
• Communicates on a regular basis with employees both individually and in staff meetings.
• Uses information gathered from returned escalations and from telephone monitoring to identify training issues and communicates to the Research and Training Specialist.
• Handles special projects as assigned.

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: Senior
• Education Level: No Education Listed