SENIOR MANAGEMENT ANALYST SUPV - SES - 79010136

Requisition No: 882983 

Agency: Business and Professional Regulation

Working Title: SENIOR MANAGEMENT ANALYST SUPV - SES - 79010136

 Pay Plan: SES

Position Number: 79010136 

Salary:  $2,500.00 - $2,884.00 Bi-Weekly 

Posting Closing Date: 10/02/2026 

Total Compensation Estimator Tool

Division of Service Operations

Customer Contact Center

Senior Management Analyst Supervisor - SES
79010136
Minimum Salary:  $2,500.00 - $2,884.00 Bi-Weekly

** Open Competitive**

Our Organization and Mission:

The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail.  This position works as a Senior Management Analyst Supervisor in the Customer Contact Center (CCC).

The Work You Will Do:

The Senior Management Analyst Supervisor is responsible for providing high-level managerial and informational support to the Bureau Chief.  This management position is responsible for overseeing daily operations, productivity, and personnel matters with in the CCC. The incumbent in the position will be required to make decisions relating to the operation of the unit and to obtain solutions to complex situations by operating within well-established policies, laws, rules, and guidelines.   

Your Specific Responsibilities:

• Perform administrative duties relating to task assignments, personnel and all mangerial decisions relating to the areas under this position's managerial authority.  Includes hiring, employee termination,  leave and attendance approval, discipline and performance review activities. 
• Act as liaison for the CCC to the business units concerning issues relating to the escalations submitted by CCC.
• Assigns, reviews, and coordinates office operations related to all operational areas under this position's managerial authority. 
• Assist with and coordinate the reporting and tracking of data relative to established performance measures. 
• Uses information gathered from quality assurance reviews to assist supervisors in developing training catalogs and implementing motivational training to improve the quality and quantity of work performed by staff.
• Assists the Bureau Chief in monitoring legislative proposals and bill analysis.  Makes recommendations for statute and rule changes when appropriate. 
• Manages the development of new and existing programs in the Bureau and suggests improvements to meet needs more effectively.
• Conduct special projects and monitor the development of fiscal and statistical reports.

Responsibilities include daily monitoring of Call Center Pulse and ensuring phone coverage as Call Volumes warrant.

Accurate Interpretation and dissemination of licensing information to CCC staff and callers 

Handling of escalated calls and issues.

Assists Bureau Chief with coordination of staff scheduling in accordance with call volume and operational needs

Researching inquiries brought forth by CCC Regulatory Consultants, Supervisors and/or the Bureau Chief. Responding to complex telephone and web based inquiries related to application, eligibility, certification or licensure.  Handles the work volume regarding CCC escalations, Secretary’s office requests, IG referrals, complaint calls, and inquiries received from the CCC Bureau Chief and/or the Division of Service Operations Director’s office.  Conducts Legislative Bill Analysis. This manager makes outbound calls to customers, board offices and/or business partners as deemed necessary.

Communicates with divisions regarding escalated issues, as needed.

Plans work load, work flows, deadlines, work objectives and time utilization with employees.

Work with employees to establish clear responsibilities and perform goal setting; evaluates employees based on criteria established.

Oversees CCC Personnel actions.

Performs all required tasks related to the supervision of employees, including approval of attendance and leave, approves and submits timesheets no later than close of business day at the end of the pay period, evaluating employee performance (preparing performance plans, performance evaluations, and position descriptions, etc.), recruitment and selection, administering discipline if needed, employee development, and other supervisory related duties. Provides appropriate motivation to employees and meets with staff regularly. Motivates employees to improve the quality and quantity of work performed.

Communicates on a regular basis with employees both individually and in staff meetings.

Uses information gathered from returned escalations and from telephone monitoring to identify training issues and communicates to the Research and Training Specialist.

Knowledge, Skills, and Abilities:

• Excellent communication skills both orally and in writing; ensuring all customers receive exemplary service.

• Knowledge of the methods of data collection and analysis.
• Knowledge of basic management principles and practices
• Knowledge of computer operations, systems and procedures.
• Knowledge of the Department's CRM, OnBase, Finesse,  Microsoft Word, Excel, Outlook and other spreadsheet programs. 
• Knowledge of and ability to understand and apply Florida Statutes, Board and Department rules governing licensing and regulation, and consumer protection.
• Knowledge of application requirements

• Ability to plan, organize and coordinate work activities.

• Ability to communicate technical information effectively.  . 
• Ability to establish and maintain effective working relationships with others.
• Ability to supervise people.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.

Responsibilities include daily monitoring of Call Center Pulse and ensuring phone coverage as Call Volumes warrant:

Accurate Interpretation and dissemination of licensing information to CCC staff and callers 

Handling of escalated calls and issues.

Assists Bureau Chief with coordination of staff scheduling in accordance with call volume and operational needs

Researching inquiries brought forth by CCC Regulatory Consultants, Supervisors and/or the Bureau Chief. Responding to complex telephone and web based inquiries related to application, eligibility, certification or licensure.  Handles the work volume regarding CCC escalations, Secretary’s office requests, IG referrals, complaint calls, and inquiries received from the CCC Bureau Chief and/or the Division of Service Operations Director’s office.  Conducts Legislative Bill Analysis. This manager makes outbound calls to customers, board offices and/or business partners as deemed necessary.

Communicates with divisions regarding escalated issues, as needed.

Plans work load, work flows, deadlines, work objectives and time utilization with employees.

Work with employees to establish clear responsibilities and perform goal setting; evaluates employees based on criteria established.

Oversees CCC Personnel actions.

Performs all required tasks related to the supervision of employees, including approval of attendance and leave, approves and submits timesheets no later than close of business day at the end of the pay period, evaluating employee performance (preparing performance plans, performance evaluations, and position descriptions, etc.), recruitment and selection, administering discipline if needed, employee development, and other supervisory related duties. Provides appropriate motivation to employees and meets with staff regularly. Motivates employees to improve the quality and quantity of work performed.

Communicates on a regular basis with employees both individually and in staff meetings.

Uses information gathered from returned escalations and from telephone monitoring to identify training issues and communicates to the Research and Training Specialist.

Handles special projects as assigned.

Minimum Requirements: 

• Must have at least five (5) years of experience supervising, directing, developing, motivating and counseling staff; and
• Must have at least three (3) years of experience in a customer service/call center environment; and
• Must have one (1) year of experience interpreting, implementing, administering and/or communicating policies and procedures.

The Benefits of Working for the State of Florida:

 “Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University

For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com

***Information contained in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application. ***

Applicant Note: 

• If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.

• This Advertisement may be used to fill current and future vacancies for up to six months from date of closing.

 
NOTE: This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.
 
Applicants are required to apply through the People First system by the closing date, by applying online.  All required documentation must be received by the closing date of the advertisement.  If you have any questions regarding your application, you may call 1-877-562-7287.

 
The Florida Department of Business & Professional Regulation is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes. 
 

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at (850) 487-2074. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

SPECIAL REMINDERS:

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.  For more information, please visit the SSS website: http://www.sss.gov .

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 canceled, suspended or deemed ineligible depending upon the date of your retirement.

The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support the hiring of returning service members and military spouses.
 

A candidate for veterans’ preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans’ Affairs, Veterans’ Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans’ Affairs has also established an email where people can electronically file claims or ask questions. The email is veteranspreference@fdva.state.fl.us.

The Department of Business and Professional Regulation will only hire U. S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States.

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.