CALL CENTER SERVICES SUPERVISOR - SES - 60055593 - Northeast Admin

THIS IS AN INTERNAL AGENCY OPPORTUNITY.

ONLY CURRENT DCF EMPLOYEES ARE ELIGIBLE TO APPLY.

Department of Children and Families

CALL CENTER SERVICES SUPERVISOR - SES

About the Department of Children and Families: 

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency. 

To learn more please visit https://www.myflfamilies.com/. 

This is an Selected Exempt Service (SES) Position. 

The position location is the Jacksonville, Florida office. 

Current employees will be compensated in accordance with the DCF salary policy.  

This is a full-time position working 40 hours per week. 

Business hours are 8:00 am - 5:00 pm EST, Monday - Friday.  

MINIMUM QUALIFICATIONS: 

• Must be a current DCF employee AND 

• Must have two (2) years of experience as a Call Center Services Representative I or an Economic Self-Sufficiency Specialist I or higher-level class title where the primary duties included providing support services related to processing eligibility activities or determining eligibility for government assistance programs. 

Preference Given to applicants with the following: 

• Experience in a leadership role as a supervisor or lead worker with significant duties performed as a mentor or monitoring others. 

What You Will Do:  

This is an ESS Statewide Call Center Supervisor position.  The position location will be at one of the ESS Program Call Centers. This is a professional position primarily responsible for the supervision of a call center unit that is responsible for providing support services for government assistance programs. The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining government assistance eligibility, monitoring, and measuring performance. The primary duty of the incumbent in this position is to spend most of their time communicating with, motivation, training, and evaluating employees, planning and directing their work, and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. Evaluates employees against established standards and takes appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.). 

Additional Information/Requirements 

• Incumbents may be expected to work during emergency situations or natural disasters. 

 The Candidate Profile (application) must be completed in its entirety. 

• Include supervisor names and phone numbers for all periods of employment. 

• Account for and explain any gaps in employment so that the hiring process is not delayed. 

• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.  

• It is unacceptable to use the statement “See Resume” in place of entering work history. 

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 suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement. 

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures. 

We hire only U.S. citizens and lawfully authorized alien workers. 

Participation in the State of Florida Direct Deposit Program is required as a condition of employment per F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment. 

SELECTIVE SERVICE:  Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS.  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website: http://www.sss.gov. 

BACKGROUND SCREENING REQUIREMENT:  It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.  Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.  Employees will be retained in state and national rap back program, providing real-time arrest hit notifications.   No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.  Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. 

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self Sufficiency Program will have a Benefit Recovery check completed. 

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.