DEPUTY CHIEF OF CONTACT CENTER - 72002548

Requisition No: 880696 

Agency: Management Services

Working Title: DEPUTY CHIEF OF CONTACT CENTER - 72002548

 Pay Plan: SES

Position Number: 72002548 

Salary:  $70,000.06 - $78,763.62 

Posting Closing Date: 08/19/2026 

Total Compensation Estimator Tool

Contact Center Deputy Chief 
Division of Retirement/Contact Center
State of Florida Department of Management Services
This is an on-site position located in Tallahassee, FL

Position Overview and Responsibilities:

The position duties include:

• Deliver high standards of service to customers by making effective and efficient use of contact center staff and technology resources.
• Utilize, develop, and implement performance measures and production metrics to evaluate team and individual performance.
• Manage all Contact Center floor supervisors and employees.
• Recruit, train, manage and monitor employees to ensure employees have the skills and knowledge to meet customer service objectives. Training programs must ensure that representatives have good product and service knowledge, as well as customer handling skills.
• Ensure appropriate resource allocation and utilization to support varying contact center demand throughout operational hours.
• Review and analyze work processes, and research and develop recommendations for contact center service improvements.
• Ensure compliance with applicable state law, policies and procedures.
• Resolve complex or escalated issues from telephone interactions.
• Develops and recommends retirement policies and procedures to division and executive leadership. The position is also responsible for implementing and ensuring the compliance of these policies. 

Other responsibilities include:

• Make recommendations for hardware and software utilized in the contact center.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Work with systems to design customer service representative user interfaces; develop and execute user acceptance test plans; plan and control implementations.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; and installing upgrades.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; and evaluating and implementing upgrades.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; and benchmarking state-of-the-art practices.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
      

Knowledge, Skills, and Abilities:

• Knowledge of call management systems and call center quality measures in a non-profit organization
• Knowledge of statistics, statistical modeling, forecasting models
• Ability to lead effective teams and to coach, mentor, and motivate others
• Ability to function collaboratively in a team environment
• Advanced oral, written, and interpersonal communication skills
• Advanced telephone skills both in operation and in mentoring others
• Ability to understand and apply state statutes, rules, regulations, standards, and ASRS policies and procedures
• Advanced knowledge of various computer software programs
• Ability to identify/analyze organizational and/or procedural problems and to determine effective solutions
• Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

Minimum Qualifications:

• Preferred candidate will have Bachelor's degree in a related field and five years experience in a leadership role at an inbound contact center, preferably in a government contact or call center.

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 246 full-time retirement staff and manages a FY 2026-27 operating budget of $55,482,958. The division administers the Florida Retirement System (FRS) Pension Plan, currently one of the largest public state retirement systems in the US with more than 1.2 million active, retired, and terminated vested members and $212.6 billion in assets. The division pays out more than $12 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.9 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members..

Our Organization and Mission:

Under the direction of Governor Ron DeSantis, 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.”

Special Notes:

DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our agency 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. For purposes of requesting reasonable accommodations, as mentioned above, the agency hiring authority is the DMS Human Resources office, which the candidate can reach at (850) 488-2707.
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.