CONTACT CENTER HUMAN RESOURCES LIAISON - 72002506 1

Requisition No: 875822 

Agency: Management Services

Working Title: CONTACT CENTER HUMAN RESOURCES LIAISON - 72002506 1

 Pay Plan: Career Service

Position Number: 72002506 

Salary:  $34,760 - $41,015.52 

Posting Closing Date: 05/26/2026 

Total Compensation Estimator Tool

Contact Center Human Resources Liaison
Division of Retirement/Business Support Services/Contact Center
State of Florida Department of Management Services
This position is located in Tallahassee, FL

Position Overview and Responsibilities:
This position serves as the HR liaison for the division’s Contact Center Bureau. This is a highly responsible position in which the incumbent performs a variety of duties, including: performing human resource functions, administrative activities, research and data gathering, preparing reports, independently initiating projects, and interpreting departmental policy.

Human Resources Functions:

Recruitment:

• Review and update positions descriptions.
• Maintain and develop standard interview questions for the bureau’s positions.
• Complete position advertisement request forms, including KSA’s, minimum qualifications, and qualifying questions. 
• Screen all applicants, performing initial phone interviews and administering work samples, as needed.
• Assist hiring managers with interview scheduling.
• Create and submit interview packets for in-person interviews. 

Onboarding:

• Create and submit requests for personnel actions. 
• Request background screenings.
• Create and route appointment Personal Action Request (PARs) in People First (PF).
• Submit new employee service requests via Monday.com
• Obtain and submit new hire documents (position description, I-9 documentation, oath of loyalty, etc.). 
• Create and submit hiring packets.

Offboarding:

• Submit separation PARs in PF.
• Submit separation service requests via Monday.com.
• Create and submit employee exit checklist.

Employee Relations:

• Provide day-to-day coaching to supervisors on the policies and procedures related to employee relations/disciplinary actions.
• Maintain the Master Attendance Tracker, updating new hires, vacancies, reporting trends to supervisors, etc.
• Monitor Call Management System reports for occupancy trends.
• Maintain Security Badge access for the bureau.
• Work with the Office of Human Resources and bureau supervisors to evaluate the appropriate course of action for employee discipline. 
• Provide onsite assistance and training to bureau managers, administrative assistants, and employees in the functions and use of People First.
• Ensure time and attendance information has been correctly reflected in electronic timesheets in People First. 
• Ensure that discipline meetings are scheduled, as necessary.
• Make recommendations, discuss, and obtain approval for disciplinary actions.
• Participate in meetings and assist in the delivery of disciplinary actions.
• Maintain all employee relations actions in disciplinary log and in employee files.
• Pull all HR related reports from People First, including Rate, Vacancy, etc.

Administrative:

• Provide assistance in MFMP and P-card purchasing. Create direct orders for purchases and processes payment through MyFloridaMarketPlace (MFMP).  Responsible for authorized P-card purchases and reconciliations.  In accordance with Section 215.422(8), F.S., this position is responsible for processing vendor invoices.
• Report and follow up on general office maintenance for the bureau, with the building maintenance office.  
• Maintains office supplies and keeps supply cabinet in order.
• Provide Notary Public service. 
• Maintaining meeting minutes and takeaways for Contact Center bureau meetings.
• Serving as Special Project coordinator for Contact Center Bureau.
• Assisting with COOP Events.
• Assist with answering calls during peak season and on Mondays/Paydays.
• Performs other duties as assigned and offers skills to other bureaus/sections during peak periods.

Knowledge, Skills, and Abilities:

• Knowledge of human resources practices, policies, and procedures.
• Knowledge of People First 
• Knowledge of office procedures and practices.
• Knowledge of the methods of data collection.
• Knowledge of basic arithmetic and ability to do calculations.
• Skill in meeting and dealing effectively and courteously with the public, both in person and on the telephone.
• Ability to understand and apply applicable rules, regulations, policies, and procedures.
• Ability to work independently.
• Ability to utilize problem-solving techniques.
• Ability to compile and analyze data.
• Ability to use basic PC based word processing and spreadsheet applications.
• Ability to compile and analyze data.
• Ability to understand the agency’s operation.
• Ability to plan, organize and coordinate work assignments.
• Ability to communicate effectively verbally and in writing.
• Integrity, Communication (Listening, Writing, Verbal, Interpreting
• Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork

Minimum Qualifications:

• High school diploma or equivalent and three years of secretarial or clerical work experience. 
• Postsecondary education may be used as an alternative for years of experience on a year-for-year basis.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Interim Secretary Tom Berger and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Division of Retirement:
The mission of the Division of Retirement (division) is to deliver a high quality, innovative, and cost-effective retirement system. The division currently has 221 full-time retirement staff and manages a FY 2025-26 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fifth largest state retirement system in the US with more than 1.1 million active, retired, and terminated vested members and $191.6 billion in assets. The division pays out $12.9 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.5 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members.

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferrable skills that veterans and individuals with disabilities bring to the workforce.  Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses:
DMS.Ability@dms.fl.gov
DMS.Veterans@dms.fl.gov
An individual with a disability is qualified if he or she satisfies the skills, experience, and other job related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of background screening will be required for this position.

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.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.