Requisition No: 881854 

Agency: Children and Families

Working Title: Customer Contact Center Director - 60046097 - ESS Program

 Pay Plan: SES

Position Number: 60046097 

Salary:  Commensurate with experience 

Posting Closing Date: 08/24/2026 

Total Compensation Estimator Tool

THIS IS AN OPEN COMPETITIVE OPPORTUNITY.

FL Department of Children and Families

Statewide Customer Contact Center Director

For the

Economic Self Sufficiency Program

This is a Select Exempt Service (SES) Position.

Location: will be determined based on the selected candidate. Available locations are Miami, Jacksonville, or Tampa offices.

Salary: To be determined. Current employees will be compensated in accordance with the DCF salary policy. 

This is a full-time position.

Business hours are 8:00 am - 5:00 pm EST, Monday - Friday.

REQUIRED QUALIFICATIONS:

• Minimum five years of executive level experience managing large teams.
• Ability to travel overnight to conduct official business.

PREFERENCE WILL BE GIVEN TO APPLICANTS WHO HAVE THE FOLLOWING:

• Management experience in call center operations.
• Knowledge of the government assistance processes and procedures used to determine public assistance eligibility.
• A bachelor’s degree from an accredited college or university.
  • Note: Be prepared to provide a copy of your degree/diploma or request official transcripts from your school in a sealed envelope. All documents must be in English, clear, and legible, showing all signatures and pertinent details. Foreign degrees must be validated by a third party to meet the US equivalency requirements. All costs are the responsibility of the applicant.

About the FL Department of Children and Families:

The Florida Department of Children and Families (DCF) is the state of Florida’s social services agency providing services for child safety, fostering, adoption, domestic violence, adult protective services, refugees, homelessness, mental health, substance abuse, childcare providers, human trafficking and government assistance. The agency’s mission is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency. 

Within DCF, the Economic Self Sufficiency (ESS) Program helps to promote strong and economically self-sufficient families by determining eligibility in Florida for the Supplemental Nutrition Assistance Program (SNAP) , Temporary Assistance for Needy Families (TANF) and Medicaid for individuals and families on the road to economic recovery. 

To learn more please visit https://www.myflfamilies.com/.

What You Will Do: 

This is an advanced professional position that provides leadership and oversight of the ESS Statewide Customer Contact Center. Primary office locations are located in Tampa, Miami and Jacksonville. The incumbent is expected to strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures and improve the customer experience.

This position will be required to travel to locations throughout the state of Florida and to meetings, conferences, or events as appropriate within the United States.

Serves in leadership role for DCF during implementation of the Disaster Supplemental Nutrition Assistance Program (DSNAP) Disaster Response team and, in that capacity, may be required on short notice to perform duties and travel in support of disaster relief.  During such events, the incumbent will be required to work more than 8 hours a day.

The ideal candidate for this position will:

• Develop and maintain effective working relationships and foster a collaborative work environment among staff to ensure outstanding customer service and the achievement of program goals.
• Have strong leadership and management skills with the ability to effectively lead and motivate a large workforce.
• Possess excellent active listening, oral and written communication skills to include the ability to effectively articulate and convey information so that it is readily understandable.   
• Be comfortable speaking in public and to diverse individuals at all levels.
• Be solutions oriented with the ability to use critical thinking, judgement and discretion to make sound decisions, solve problems and make effective recommendations. 
• Be able to understand, interpret and apply a comprehensive knowledge of applicable laws, agency policies and procedures.
• Possess strong computer application skills with the ability to effectively utilize applications related to business operations and human resource administration.

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:

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts.
• Tuition waivers.
• And more!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

Candidate Profile (application) fields must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. 
• It is unacceptable to use the statement “See Resume” in place of entering work history.

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 suspended or voided, and you will be required to repay all benefits received depending upon the date of your retirement.

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

We hire only U.S. citizens and lawfully authorized alien workers.

Participation in the State of Florida Direct Deposit Program is required as a condition of employment per F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

SELECTIVE SERVICE:  Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS.  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website: http://www.sss.gov.

BACKGROUND SCREENING REQUIREMENT:  It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.  Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.  Employees will be retained in state and national Record of Arrest and Prosecution (RAP) Back Program, providing real-time arrest hit notifications.  

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self Sufficiency Program will have a Benefit Recovery check completed before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

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.