Call Center Supervisor - 64005833

Requisition No: 839392 

Agency: Department of Health

Working Title: Call Center Supervisor - 64005833

 Pay Plan: SES

Position Number: 64005833 

Salary:  $38,074.92 - $43,579.38 

Posting Closing Date: 10/30/2024 

Total Compensation Estimator Tool

Open Competitive Opportunity 

Specific Responsibilities:

This is an Administrative Assistant II - SES position managing and supervising staff and operations of the WIC Program Call Center in Greenacres. Work is performed under the supervision of the Operations & Management Consultant I – SES. Requires independent judgment, initiative, applying general knowledge of business practices and skill in applying instructions to accomplish various job functions. This position spends the majority of the time engaged in supervisory responsibilities. This includes communicating, motivating, training, and evaluating employees in addition to planning and directing employees’ work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensuring proper coverage, and complete timesheets. Complies with the mandatory requirements in Section 215.422 F.S. and Chapter 3A-24 Florida Administrative Code regarding prompt payment process of special formula.

This position is designated as a sensitive position and required to maintain confidential information in accordance with the Florida Department of Health (FDOH) Palm Beach County Health Department (CHD) Information Security Policy, Protocols and Procedures.  Confidential information data sets include:  Social Security; clinical Information; and WIC client data.  This position may view, update or release confidential information. This position has access to FL WISE, for certification, EBT Direct to verify benefits, FMMIS to confirm adjunctive eligibility, Florida Shots to view immunization status and Health Management System (HMS) to complete Employee Activity Reports (EARs).

Responsible to supervises, manages, schedules, assigns and evaluates staff and operation of the WIC Program Central Appointment and Center. Develops and coordinates staff work schedules to ensure the call center is adequately and appropriately staffed during all published hours of operation. Ensures appointments are scheduled in a consistent manner across sites, and appointments are scheduled to meet the needs of both the client according to the DHM150-24 (WIC Manual). Monitors availability of appointments identifies need for additional numbers or types of appointments and adds or modifies sites templates as needed according to protocols. Designated as an Administrator in the WIC Appointment Center telephone module. Consults with designated IT staff to resolve problems encountered. Ensures agent information is updated and required system maintenance is performed. Processes requests for client transfer information from out of state and overseas WIC Programs according to protocol. Refers complaints received to the Client Services Manager or Vendor Manager for investigation and resolution.

Provides and manages federally mandated second nutrition education for low-risk WIC participants on basic nutrition and breastfeeding support, following established protocols and WIC program procedures and guidelines as stated in the WIC Manual (DHM 150-24).

Provides and/or schedules new employee orientation and training according to agency and program policies and procedures. Documents staff complete mandatory training with required timeframes. Conducts staff performance meetings. Conducts on­ going assessment of staff productivity, accuracy and customer service. Identifies and documents areas for improvement and schedules employees for training as appropriate. Participates in providing professional development opportunities for division staff. Provides mentoring or coaching to build operational sustainability.

Evaluates and documents appointment center activities and services provided at regular intervals.  Collects data, analyses, creates and submits call center reports using phone system and WIC reports to track performance. Identifies and monitors key process indicators for the appointment center including staff productivity and accuracy, call volume and internal/external customer satisfaction. Monitors calls for staff evaluations, assessing training progression and knowledge of policies and procedures.

Identifies opportunities for improvement, develops and implements corrective action for deficiencies or negative trends identified. Maintains records, prepares and submits monthly updates for the WIC Leadership Team and quarterly reports for the Quality Improvement Coordinator. Participates in WIC program and agency quality assurance/improvement activities. Completes assigned sections of the Local Agency Self Review.

Attends WIC Leadership Team meetings as scheduled and actively participates on agency and division teams as needed. Participates in development of the WIC & Nutrition Program Plan and annual updates including development and implementation of objectives and action plans. Directs implementation of assigned WIC COOP responsibilities and ensures direct reports carry out required preparedness training and responsibilities.

Prepares, submits timesheets and travel vouchers following established guidelines and deadlines. Collects reviews and reconciles EARs and timesheets for direct reports. Ensures required documentation is submitted to the WIC Business Manager in accordance with program requirements.

Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Thorough knowledge of and ability to interpret and apply implement WIC Program rules, regulations, policies and procedures.
• Ability to apply effective administrative and management techniques.
• Communicate effectively to convey information (verbally and writing) to others.
• Ability to plan, direct, and ensure proper completion of the work of others.
• Ability to establish and maintain effective working relationships with staff, co-workers, supervisors and clients.
• Ability to communicate verbally and in writing in a comprehensible.
• Ability to organize and prioritize assignments and responsibilities and meet time expectations.
• Ability to collect, analyze and organize data into logical formats for evaluation, presentations and decision-making.
• Ability to be develop creative and innovative solutions to problems.
• Skill in the use of Microsoft Windows applications and WIC FL WISE.
• Ability to apply high level customer service to internal and external customers.
• Intermediate level proficiency in MS Outlook, Word and basic skills in Excel..
• Ability to supervise.

Qualifications:

Licensure/registration/certification requirements (If applicable, list the appropriate Florida Statute or federal regulation cite):

        N/A

Other job-related requirements for this position:

• Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency.  Emergency duty required of the incumbent includes working in special needs shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.
• Valid Driver’s License
• This position works primarily in an office setting and most of the working period is spent in a seated position. Tasks may involve extended periods of time at a keyboard or workstation.
• This position requires substantial repetitive movement of the wrists, hands or fingers for sustained periods of time.
• Occasionally required to lift and/or move objects up to 25 lbs.

Working hours: (A) Daily from 7:00AM to 4:00PM (B) Total hours in workweek 40 (C) Explain any variation in work (split shift, rotation, etc.)

• This position may require working beyond the normally scheduled work-week to provide or supervise client services and/or participate in community activities.

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:

I nnovation: We search for creative solutions and manage resources wisely.

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

A ccountability: We perform with integrity & respect.

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

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

Where You Will Work:

5985 10th Avenue North, Greenacres, FL 33463

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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

(For more information, please click www.myfrs.com);

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit www.mybenefits.myflorida.com.

Please be advised:

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. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check. Successful completion of a drug test is a condition of employment for safety-sensitive positions.

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

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 canceled, suspended or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system.  E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.   

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

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.