CHILD Support Customer Service FRONT LINE Manager - 73005820

Child Support Customer Service Front Line Manager - 73005820

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website.

This Internal Promotional position performs as a supervisor and is an excellent fit for critical thinkers. If you enjoy working with a team in a call center environment and problem solving, this may be the position for you. Your duties would include:

• Managing a team of 6 operational staff.
• Functioning as administrator, coach, and advisor, and providing training to team members.
• Working with the Service Center Manager to develop, implement, and monitor operational plans.
• Determining resource needs and shifting available resources to ensure the highest level of productivity.
• Analyzing existing and new business requirements to determine gaps and provide solutions.

Minimum requirements include:

• Currently employed with the Florida Department of Revenue.
• Experience in addressing/handling conflict resolution, to include solving complex problems cooperatively through interpersonal communication with employees, partners, or the public.
• Experience communicating effectively through a variety of methods (i.e., report writing, public speaking, correspondence, email, meetings, memos, etc.) to diverse audiences.
• One year of experience in formal coaching or mentoring, to include monitoring or staff development and training, including performing on-the-job training.
• One year of experience monitoring workload assigning using reports and other resources to verify completion and accuracy.
• One year of experience in reviewing and applying policies and procedures.
• One year of experience processing cases in a government and/or private industry, or within the Child Support Program.

Substitutions: Relevant education may substitute for the required experience.

Preferences: Preference may be given to applicants with experience working in a customer service environment where face-to-face interviews with customers are held.

Special notes:

• This role is eligible for telework after you complete required training and reach an acceptable level of proficiency.
• All communications throughout the hiring process will be sent to the email address you provide in your People First profile. Please ensure your email address is accurate and monitor the junk/spam folders for emails regarding this position.
• All experience, including examples of implementation, must be documented in detail on the candidate profile/resume.
• Standard workday of 8am – 5pm, Monday through Friday. May require you to work outside your regular work schedule.

Salary: $49,793.76 - $60,231.84 / annually

Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, paid parental leave, 10 paid holidays annually, retirement savings, and vision and dental insurance.

Contact Information: Edward Luttrell, (904) 395-6114, Edward.Luttrell@floridarevenue.com.

Screening Disclaimer: Your responses to qualifying questions must be verifiable by skills and/or experiences you stated on your candidate profile and/or resume.

Skills Verification Test or Online Skills Assessment: If you meet the minimum job requirements, we might require you to take a skills verification test or an online skills assessment to be considered for an interview.

Candidate Pool: Future vacancies may be filled from this advertisement for a period of up to six months.

Criminal Background Checks: You will be required to undergo a National Level-2 criminal background check which requires you to provide your fingerprints.

Reminder: Male candidates 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. For more information, please visit the SSS website at http://www.sss.gov.

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.