OPERATIONS CONTROL CENTER SUPERVISOR - 72000935

Requisition No: 871697 

Agency: Management Services

Working Title: OPERATIONS CONTROL CENTER SUPERVISOR - 72000935

 Pay Plan: SES

Position Number: 72000935 

Salary:  $ 52,000.00 

Posting Closing Date: 03/25/2026 

Total Compensation Estimator Tool

Operations Control 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). Directs daily work activities of subordinates to monitor and adjust Building Automation Systems, respond to fire and security alarms, and serve as the after-hours hub for incident response in DMS-managed facilities. Performs full-time shift work during periods of insufficient staffing. Fills in for absent employees, with little notice.  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.
Collaborates with Human Resources to implement corrective action plans aimed at improving employee performance.

Employee Development and Training:

Conducts orientation and on-the-job training for new call center employees and maintains documentation.
Provides coaching and mentoring to enhance employees' skills, improve proficiency, and to overcome deficiencies.
Identifies training needs and facilitates continuing education and professional development for subordinates.

Customer Service and Communications:

Addresses complex issues that employees are unable to resolve and escalates technical problems to supervisor.
Serves as the point person for customer complaints, ensuring prompt and effective resolution.
Works collaboratively with all stakeholders to maintain open communications and provide opportunities for feedback.

Quality Assurance:

Provides written procedures with escalation protocols to normalize response to common and emergency situations.
Performs regular call audits, offering feedback and coaching to improve employees’ expertise and customer service.
Develops standards, checklists, or scripts for customer interactions to improve call handling and customer experience.

Strategic Planning and Continuous Process Improvement:

Establishes action plan with clear steps to achieve short and long-term goals and defines success criteria.  
Shares plan with stakeholders, tracks progress, establishes regular check-ins, and reports successes.
Seeks opportunities to streamline processes, improve efficiency, and adapt to changing needs.

Administrative Oversight:

Submits Tririga work tasks, approves timesheets and leave requests, and uses purchasing card.
Publishes duty schedule, maintains leave calendar, and facilitates shift coverage during unscheduled absences.
Oversees publication of Call Lists, Master Equipment Schedule, Equipment Run Time Log, and the Facility Status Report.

Knowledge, Skills, and Abilities:

Leadership and Communication:

Ability to demonstrate leadership skills to inspire 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 model behaviors of Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork

Critical Thinking:

Ability to make unbiased observations and apply analytical reasoning to identify root causes in a timely manner.
Ability to weigh options and draw conclusions to make fact-based decisions quickly, confidently, and independently.

Time Management and Task Delegation:

Ability to prioritize tasks, manage time effectively, and delegate responsibilities to ensure timely completion of duties.
Ability to adapt to changing circumstances and new technologies to lead employees effectively.

Technical Skills:

Ability to proficiently use Microsoft Office programs and standard desktop computers for information management.

Team Management and Customer Service:

Ability to plan, organize, and direct the work of skilled and semi-skilled employees in a call center.
Ability to monitor customer service, analyze feedback and enhance customer experience.

Performance Evaluation and Accountability:

Ability to objectively evaluate employees, recognize substandard performance, and implement corrective actions.
Ability to exercise initiative, good judgment, and discretion.

Minimum Qualifications:

5 years of supervisory experience.
Physically able to work 12-hour shifts and sit for long periods.
Willingness to work shifts at night, on weekends and State holidays.
Valid and applicable driver’s license.

Preferred Qualifications:

Experience using building automation system software.
Experience in a call center.

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.”

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.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.

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.

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.