General AND Operations Manager I - 64080461

General And Operations Manager I - 64080461

Are you a dynamic leader with a proven ability to prioritize, inspire, and deliver exceptional results? Do you value outstanding customer service and believe in building high-performing teams that support one another? Are urgency, empathy, and clear communication at the core of your leadership style?

If so, we want to hear from you! The Bureau of Operations, Licensure Support Services Unit's Customer Contact Center is seeking a dedicated and driven General and Operations Manager I to lead our management team. This role offers the opportunity to shape a culture of excellence, foster collaboration, and ensure our team exceeds expectations while providing superior service to those we serve.

Your specific responsibilities include:

• Supervising employees, including communicating, motivating, training, and evaluating them.
• Planning and directing employees' work, including hiring, transferring, suspending, laying off, recalling, promoting, discharging, assigning, rewarding, or disciplining them.
• Developing performance expectations, meeting with staff regularly to discuss performance, completing performance reviews, maintaining vacation and work schedules, ensuring proper coverage, and completing timesheets.
• Fostering accountability, professional growth, and a culture of continuous improvement in the centralized call center.
• Ensuring the call center operates efficiently and consistently delivers high-quality customer service.
• Leading policy development, streamlining processes, and overseeing training to ensure efficient licensure support.
• Directing the review of work processes and coordinating the development and implementation of systems to meet customer needs more effectively and efficiently.

Required knowledge, skills, and abilities include:

• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to supervise managers and develop leadership potential.
• Ability to understand and apply applicable rules, policies, and procedures regarding licensure and regulation of professionals.
• Ability to establish and maintain effective working relationships with others.
• Experience at a management level in a customer contact center; experience supervising teams of call agent supervisors is highly preferred.
• Understanding of customer service in a high-volume, front-line customer contact center and the ability to resolve issues.

Minimum qualifications include:

• Two (2) years' working in a structured Customer Contact Center.
• Two (2) years' managing teams who provide customer service. College education can substitute for the required experience on a year-for-year basis.
• Demonstration of personal, professional development geared toward public administration, management, and leadership.

The Florida Department of Health Mission, Vision, and Values:

Mission: To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision: To be the Healthiest State in the Nation.

Values:

Innovation: We search for creative solutions and manage resources wisely.

Collaboration: We use teamwork to achieve common goals & solve problems.

Accountability: We perform with integrity & respect.

Responsiveness: We achieve our mission by serving our customers & engaging our partners.

Excellence: We promote quality outcomes through learning & continuous performance improvement.

Where you will work (Onsite Only): Division of Medical Quality Assurance, Tallahassee, FL 32399.

The benefits of working for the State of Florida include:

• Annual and Sick Leave benefits
• Nine paid holidays and one Personal Holiday each year
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers
• And more!

For more information, please visit www.myfrs.com and www.mybenefits.myflorida.com.

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process. This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

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.

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system.

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). 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.

The Florida Department of Health is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge.

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.