CALL CENTER SERVICES SUPERVISOR - SES - ESS Program - Miami / Tampa / Jacksonville

State of Florida - Tampa, FL

Full-time - Manager

Tampa, FL

Executive, Legislative, and Other General Government Support

About the position

This is an ESS Statewide Call Center Supervisor position. The position location will be at one of the ESS Program Call Centers in one of these cities: Tampa, Miami, Jacksonville, FL. This is a professional position primarily responsible for the supervision of a call center unit that is responsible for providing support services for public assistance programs. The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining public assistance eligibility, monitoring, and measuring performance. The primary duty of the incumbent in this position is to spend most of their time communicating with, motivation, training, and evaluating employees, planning and directing their work, and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. Evaluates employees against established standards and takes appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

Responsibilities

• Supervises Call Agents, clerical, and public assistance eligibility staff using the Department's computer systems.
• Ensures all customer inquiries and eligibility activities (example: changes, ASEC drivers, and case corrections) are processed accurately, timely and in accordance with rules, regulations, policies, and procedures.
• Develops and uses tracking systems to monitor activities and ensure staff complete assignments to deliver customer service and to meet required performance indicators.
• Plans and prioritizes the unit's workload, workflow, deadlines, and work objectives to meet process measurements and performance targets.
• Reviews and analyzes case records in accordance with the Quality Management System Plan and operating procedures.
• Discusses case reviews with staff and uses the case reading process as a positive learning and individual development experience.
• Ensures all cases are corrected timely and accurately. Develops performance and planning initiatives and corrective action plans as needed.
• Resolves issues from internal and external customers.
• Evaluates and analyzes performance data and completes associated reports.
• Participates in the planning and presentation of performance reviews and participates in operational planning.
• Ensures that personnel, fiscal, and administrative rules, regulations, processes, and operating procedures are followed.
• Completes all personnel related activities.
• Provides necessary training to employees in a manner that is effective and efficient.
• Reviews, interprets, and coordinates the implementation of policy, procedures, directives, and ensures staff receive necessary technical assistance to be successful.
• Effectively communicates with employees to discuss accomplishments and opportunities (areas needing improvement).
• Completes monthly documented performance conferences with employees and completes performance appraisals according to the Department's policies and procedures.
• Develops and monitors individual and unit improvement plans for effectiveness.
• Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
• Performs special work assignments and other related work/duties as required or assigned.
• Ensures effective communication with the deaf and hard of hearing community (Department's customers and companions) in accordance with the ADA and or section 504; manage service records and reports data, resources, and or training needs to their designated program point of contact.

Requirements

• Must be a current DCF employee.
• Must have two (2) years of experience as a Call Center Services Representative I or an Economic Self Sufficiency Specialist I or higher-level class title providing support services related to processing eligibility activities or determining eligibility for public assistance programs.

Nice-to-haves

• More than two (2) years of DCF ESS experience.

Benefits

• The position is designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.