CHILD Support Customer Service FRONT LINE Manager - 73005820

Child Support Customer Service Front Line Manager - 73005820

The Florida Department of Revenue's Child Support Program helps children get the financial support they need and deserve, promoting more stable childhoods and brighter futures. The Department invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability.

Job Summary: 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:

• 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 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 some 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: 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.