Working Title: Contact Center Program Manager – 72002543
Salary: $60,000 – $78,500
Posting Closing Date: 07/24/2019
Contact Center Program Manager – SES
State of Florida Department of Management Services
This position is located in Tallahassee
The Florida Department of Management Services (DMS) is a customer-oriented agency responsible for managing the various business and workforce-related functions of state government. Under the direction of Governor Ron DeSantis and DMS’ Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, telecommunications, private prisons, fleet, and federal property assistance programs utilized throughout Florida’s state government. DMS is relied upon to establish, maintain and improve the business processes used by state employees to create a better, not bigger government. DMS facilitates the delivery of these programs and services and provides tools and training to bolster the efficiency and effectiveness of the state’s workforce. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.” Under the leadership of DMS Secretary Jonathan Satter, DMS’ employees embody four pillars on a daily basis: establishing a process-oriented mindset; challenging the status quo; creating efficiencies; and respecting state employees.
Oversee an inbound contact center responsible for responding to phone inquiries from approximately one million members to ensure it meets strategic goals.
Deliver high standards of service to customers by making effective and efficient use of contact center staff and technology resources.
Utilize, develop, and implement performance measures and production metrics to evaluate team and individual performance.
Manage approximately 30 employees, including two supervisors and various levels of representatives.
Recruit, train, manage and monitor employees to ensure employees have the skills and knowledge to meet customer service objectives. Training programs must ensure that representatives have good product and service knowledge, as well as customer handling skills.
Ensure appropriate resource allocation and utilization to support varying contact center demand throughout operational hours.
Review and analyze work processes, and research and develop recommendations for contact center service improvements.
Ensure compliance with applicable state law, policies and procedures.
Resolve complex or escalated issues from telephone interactions.
Manage a productive working relationship with other bureaus in the Division of Retirement and divisions in the department that impact the contact center, including State Group Insurance, People First, and Human Resources Management.
Other responsibilities include:
Make recommendations for hardware and software utilized in the contact center.
Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Work with systems to design customer service representative user interfaces; develop and execute user acceptance test plans; plan and control implementations.
Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; and installing upgrades.
Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
Meet call center financial objectives by estimating requirements; supporting the preparation of an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; and evaluating and implementing upgrades.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; and benchmarking state-of-the-art practices.
Accomplish organization goals by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
Knowledge, Skills and Abilities:
Knowledge of call management systems and call center quality measures in a non-profit organization
Knowledge of statistics, statistical modeling, forecasting models
Ability to lead effective teams and to coach, mentor, and motivate others
Ability to function collaboratively in a team environment
Advanced oral, written, and interpersonal communication skills
Advanced telephone skills both in operation and in mentoring others
Ability to understand and apply state statutes, rules, regulations, standards, and ASRS policies and procedures
Advanced knowledge of various computer software programs
Ability to identify/analyze organizational and/or procedural problems and to determine effective solutions
This position requires sedentary work and repetitive motion.
Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork
Bachelor’s degree from an accredited college or university.
Contact or call center management experience
Experience responding to customer requests while working in a contact or call center.
Project Management experience
Contact or call center software
Microsoft Office Suite proficiency
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience and transferrable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses.
An individual with a disability is qualified if he or she satisfies the skills, experience, and other job related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of background screening will be required for this position.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.