CONTACT CENTER ADMINISTRATOR - 72004124

　　Date: Jan 19, 2024

　　Location:

　　TALLAHASSEE, FL, US, 32308 TALLAHASSEE, FL, US, 32311 TALLAHASSEE, FL, US, 32301 TALLAHASSEE, FL, US, 32312

　　The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .

　　Requisition No: 820986

　　Agency: Management Services

　　Working Title: CONTACT CENTER ADMINISTRATOR - 72004124

　　Pay Plan: SES

　　Position Number: 72004124

　　Salary: $65,505.53

　　Posting Closing Date: 02/16/2024

　　Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)

　　Contact Center Administrator

　　Division of Retirement

　　State of Florida Department of Management Services

　　This position is located in Tallahassee, FL

　　Division of Retirement:

　　The mission of the Division of Retirement is to deliver a high quality, innovative, and cost-effective retirement system to Florida Retirement System (FRS) pension plan members and their employers, so FRS members can plan for their financial future. The FRS is the fourth-largest public state retirement system in the nation, one that is comprised of more than one million active and retired employees. We strive to exceed our customer’s expectations by providing accurate and timely information to assist customers in making informed retirement decisions… that’s where you come in!

　　Position Overview and Responsibilities:

　　This is a critical role working in the Division of Retirement’s Contact Center, helping oversee operations and ensuring that the Contact Center is meeting and exceeding its goals and objectives of providing world class customer service to its members. The Contact Center Administrator will coordinate work activities and priorities for the Member Services Advocates (MSAs) and ensure that calls and emails received are responded to timely and escalated as needed. Additional key responsibilities include, but are not limited to, the following:

　　Responsible for the daily operations of the Contact Center support desk in collaboration with our satellite office to ensure operational coverage and timely completion of special projects. Responsible for working with Division fraud team to establish and maintain fraud procedures for the Contact Center.

　　Coordinate all scheduling using the Work Force Management software in an accurate and efficient manner to ensure that the Contact Center is staffed according to forecasted call volume needs. Responsible for maintaining the proper functioning of the Workforce Management database.

　　Respond to the State Board of Administration requests for member call records.

　　Responsible for managing staffing resources and supporting the division’s goal of timely filling vacant positions. Ensure accurate Contact Center statistics are generated, compiled, analyzed and distributed in prescribed formats to management. Ensures accurate OPS budget is generated, compiled, analyzed and distributed in prescribed formats to management in a timely manner without exceeding the allocated budget.

　　Report and track all telephony issues in a timely and accurate manner.

　　Work closely with the Contact Center team to create a positive, motivating work environment so each employee has the tools, training and desire to meet or exceed their SMART expectations.

　　Identify employee patterns of below standard performance and violations of Division of Retirement and DMS policies and procedures.

　　Review, score and approve random phone recordings, emails, and required call notes to ensure all customers receive courteous, accurate, professional and efficient customer service. Work with the Quality Assurance Team to determine trends in MSA and Team Lead professionalism and accuracy.

　　The Benefits of Working for the State of Florida:

　　State of Florida employees enjoy top-tier benefits offerings including comprehensive health coverage to meet the needs of you and your family while maintaining low deductibles and low monthly out-of-pocket contributions. State employees also enjoy the option of selecting between the FRS Pension Plan and the FRS Investment Plan for retirement. As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems. For a more complete list of benefits, visit https://www.mybenefits.myflorida.com/.

　　Knowledge, Skills, and Abilities:

　　Ability to supervise people; determine work priorities.

　　Knowledge of FRS statues and rules.

　　Ability to understand and apply applicable rules, regulations, policies, and procedures relating to retirement programs.

　　Knowledge of the principles and techniques of effective communication.

　　Knowledge of Contact Center software.

　　Identifying the nature of problems and recommending solutions.

　　Knowledge of policies and practices involved in personnel and human resource procedures.

　　Knowledge of principles and processes involved in business and organizational management. This includes strategic planning, resource allocation, leadership techniques and organizational change management.

　　Ability to organize data into logical format for presentation in reports, documents, and other written materials.

　　Ability to utilize problem solving techniques.

　　Ability to plan, organize and coordinate work assignments.

　　Using logic and analysis to identify the strengths and weaknesses of different approaches.

　　Ability to work independently and as a team.

　　Ability to establish and maintain effective working relationships with others.

　　Honest, loyal, teamwork oriented, great communication skills, a positive attitude and perception and professional respect for teammates.

　　Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

　　Minimum Qualifications:

　　Seven years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, and personnel. A postsecondary degree may be used as an alternative for years of direct experience.

　　Supervisory experience highly preferred.

　　Our Organization and Mission:

　　The 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 the DMS Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, technology, telecommunications, fleet, and federal property assistance programs utilized throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its mission, “We serve those who serve Florida.” Under the leadership of DMS Secretary Pedro Allende, DMS employees embody four pillars on a daily basis: lead by example, serve with excellence, create efficiencies, and challenge the status quo.

　　Special Notes:

　　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:

　　[email protected]

　　[email protected]

　　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.

　　Nearest Major Market:Tallahassee