Requisition No: 831835 

Agency: Children and Families

Working Title: CALL CENTER SERVICES SUPERVISOR - SES

 Pay Plan: SES

Position Number: 60022848 

Salary: $1,504.81. DCF Salary Policy will apply. 

Posting Closing Date: 06/28/2024 

Total Compensation Estimator Tool

THIS IS AN INTERNAL AGENCY OPPORTUNITY. 

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE. 

Department of Children and Families 

CALL CENTER SERVICES SUPERVISOR - SES

This posting will be used to fill a position vacancy in Selected Exempt Services (SES).

This position is full-time, working 40 hours per week. 

This position is for the Customer Call Center, Virtual Intake Unit (VIU) and can be located anywhere in the State.

Current employees will be compensated in accordance with the DCF salary policy. 

Some travel may be required (limited travel). 

Minimum qualifications: 

• Must be a current Florida Dept. of Children and Families, Economic Self Sufficiency (ESS) Program Call Center employee, AND 

• 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. 

Preference will be given to candidates with the following: 

• More than 2 years (2 ) of experience as an CCSR I or higher position. 

POSITION DESCRIPTION: 
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.). 

JOB DUTIES AND RESPONSIBILTIES: 
Supervision: 
• 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. 
Monitoring and Quality Review:
• 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. 
Administrative:
• 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. 

Training/Policy:  
• 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. 
• Employee Development/Individual Conferences/Staff Meetings:
• 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. 

KNOWLEDGE, SKILLS AND ABILITIES: 
• Applicants should have excellent people and computer skills 
• Knowledge of problem-solving and goal setting techniques 
• Knowledge of compiling, organizing, and analyzing data 
• Knowledge of Microsoft Office applications, such as, Word, Outlook, Excel and PowerPoint 
• Knowledge of Social Service Program objectives and operation procedures. 
• Ability to perform interviewing techniques 
• Skill in operating a personal computer 
• Ability to supervise people 
• Ability to accurately prepare and maintain records and reports 
• Ability to work with a diverse range of people 
• Ability to develop and deliver public presentations 
• Ability to deal calmly and effectively in high stress situations 
• Ability to coordinate the operation and activities of a Unit or office 
• Ability to interpret and apply complex information concerning policies and procedures related to social services eligibility 
• Ability to establish and maintain effective communication both oral and written 
• Ability to apply ethical business practices 
• Ability to evaluate and monitor service delivery 
• Ability to engage with the public in a variety of situations 
• Ability to establish and maintain effective working relationships with others 
• Ability to develop and implement corrective action plans 
• Ability to develop and deliver training 
• Ability to utilize problem-solving techniques 

Your People First Candidate Profile (application) must be completed in its entirety. 

• Include supervisor names and phone numbers for all periods of employment. 

• Account for and explain any gaps in employment so that the hiring process is not delayed. 

• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. 

• It is unacceptable to use the statement “See Resume” in place of entering work history. 

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures. 

DCF EMPLOYMENT DISCLOSURES: 

• The Department of Children and Families is a tobacco-free environment. 

• US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired. 

• SELECTIVE SERVICE SYSTEM REGISTRATION All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov. 

• RETIREE NOTICE If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you required to repay all benefits received depending upon the date of your retirement. https://www.myfrs.com/

• BACKGROUND SCREENING It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. 

• BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process. 

If you experience problems applying online, please call the People First Service Center at (877) 562-7287. 

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.