OPERATIONS CONTROL CENTER SUPERVISOR - 72000935 1

Requisition No: 841197 

Agency: Management Services

Working Title: OPERATIONS CONTROL CENTER SUPERVISOR - 72000935 1

 Pay Plan: SES

Position Number: 72000935 

Salary:  $47,985.00 

Posting Closing Date: 11/26/2024 

Total Compensation Estimator Tool

Building Operations Center Supervisor - SES

Division of Real Estate Decelopment and Management

State of Florida Department of Management Services

This position is located in Tallahassee, FL

Position Overview and Responsibilities:

The incumbent supervises shift workers in the Building Operations Center (BOC), a 24-hour call center in the Division of Real Estate Development and Management, Bureau of Building Systems supporting daily operations of 12.6 million square feet of real estate in the Florida Facilities Pool (FFP). The BOC is tasked to maintain facility environmental conditions, reduce energy consumption, and serve as the after-hours hub for incident response in FFP facilities. Performs full time shift work during periods of insufficient staffing. Key responsibilities and duties include:

Performance Management:

• Writes clear performance expectations, conducts performance planning and periodic reviews to set and monitor goals.
• Enforces Department policies and holds employees accountable for any deviations by documenting performance issues.
• Collaborates with Human Resources to implement corrective action plans aimed at improving employee performance.

Employee Development and Training:

• Coordinates and conducts orientation and on-the-job training for new call center employees and maintains documentation.
• Provides coaching and mentoring to enhance employees' soft skills, improve technical proficiency, and to overcome deficiencies.
• Identifies training needs and facilitates continuing education and professional development to enhance team performance.

Customer Service and Communications:

• Addresses complex issues that employees are unable to resolve and escalates technical problems to subject matter experts.
• Analyzes operational data and customer feedback to identify trends and implements strategies to improve service delivery.
• Serves as the point person for customer complaints, ensuring prompt and effective resolution to enhance customer satisfaction.
• Works collaboratively with all stakeholders to maintain open communications, provide feedback, and ensure seamless operations.

Quality Assurance:

• Uses benchmarks, metrics, or key performance indicators to improve operational performance and make data-driven decisions.
• Provides written procedures with escalation protocols to normalize employee response to common and emergency situations.
• Performs regular call audits, offering feedback and coaching to improve employees’ expertise and customer service skills.
• Develops standards, checklists, or scripts for customer interactions to improve call handling and enhance customer experience.

Strategic Planning and Continuous Process Improvement:

• Collaborates with leadership to assess needs, establish short and long-term goals, and set yearly objectives for the call center.
• Establishes action plan with clear steps to achieve goals, identify responsible parties, set timelines, and define success criteria.  
• Shares plan with stakeholders, tracks progress, establishes regular check-ins, adjusts as needed, and reports successes.
• Develops recommendations for equipment upgrades, staffing levels, and employee qualifications to meet future needs.
• Seeks opportunities to identify areas for improvement, streamline processes, improve efficiency, and adapt to changing needs.
• Stays updated with the latest trends, technologies, innovations, and industry best practices to elevate call center daily operations.

Administrative Oversight:

• Serves as hiring manager to create job advertisements, screen applicants, conduct interviews, and write hiring recommendations.
• Prepares and manages the annual budget to include allocations for travel, training, technology, licensing, and operational needs.
• Submits Tririga work tasks, approves timesheets, uses purchasing card, and approves BOC access and parking requests.
• Optimizes employees’ use of time to increase productivity by assigning administrative tasks and strategic planning projects.
• Escalates issues to ensure transparency, accountability, and effective management including the status of administrative tasks, performance management, employee development, customer service, quality assurance, strategic planning, and achievements.
• Publishes duty schedule, maintains leave calendar, and facilitates shift coverage during unscheduled absences and emergencies.
• Oversees publication of Call Lists, Master Equipment Schedule, After-Hours Run Time Log, and the Facility Status Report.

Knowledge, Skills, and Abilities:

• Ability to demonstrate leadership skills to inspire and motivate team members, establish clear expectations, and lead by example.
• Ability to utilize clear, effective communication to convey instructions, provide feedback, and address personnel issues.
• Ability to manage emotions, both of oneself and others, to foster a positive work environment.
• Ability to function proactively and synergistically, as part of, and leading a team.
• Ability to make unbiased observations and apply analytical reasoning to identify root causes in a timely and effective manner.
• Ability to weigh options, draw conclusions, and make informed, fact-based decisions quickly, confidently, and independently.
• Ability to prioritize tasks, manage time effectively, and delegate responsibilities to ensure timely completion of assigned duties.
• Ability to adapt to changing circumstances, new technologies, and evolving work environments to lead employees effectively.
• Ability to proficiently use Microsoft Office programs and standard desktop computers for information management.
• Knowledge of heating, ventilation, and air conditioning equipment nomenclature and function.
• Knowledge of building automation systems nomenclature and function.
• Ability to plan, organize, and direct the work of skilled and semi-skilled employees in continuously staffed service center.
• Ability to monitor customer service, analyze feedback and enhance customer experience.
• Ability to enforce department policies, exercise good judgment, hold subordinates accountable and maintain confidentially.
• Ability to communicate professionally and effectively both, verbally and in writing.
• Ability to establish and maintain professional relationship, at all levels, both internally and externally.
• Ability to foster a safe, efficient, and positive work environment for customers, visitors, and employees.
• Ability to objectively evaluate employees, recognize substandard performance, and implement corrective actions.
• Ability to exercise initiative, good judgment, and discretion.
• Ability to work shifts at night, on weekends and State holidays with little notice.
• Ability to model behaviors of Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

Minimum Qualifications:

• 2 years of supervisory experience.
• Personality, work style, and goals that complement the role and organization, enhances team performance, and leads to an engaged workplace.
• Application and /or resume must convey the applicant possesses the knowledge, skills, and abilities listed in the job advertsiement.
• Physically able to work 10 and 12-hour shifts, sit for long periods, and work nights, weekends and State holidays.
• Valid and applicable driver’s license.

 Preferred Qualifications:

• Experience using building automation system software.
• Experience with heating, ventilation, and air conditioning equipment.
• Experience in a call center.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Pedro Allende 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 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 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.myflorida.com
DMS.Veterans@dms.myflorida.com
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.

Additional background screening may be required by tenant agencies based on position assignments or access requirements.

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.