GOC I - Workforce Management Unit - ESS Program Customer Contact Center

Requisition No: 843171 

Agency: Children and Families

Working Title: GOC I - Workforce Management Unit - ESS Program Customer Contact Center

 Pay Plan: Career Service

Position Number: 60055327 

Salary:  $39,320.81 minimum. DCF Salary Policy will apply. 

Posting Closing Date: 12/17/2024 

Total Compensation Estimator Tool

Agency: Department of Children and Families

Working Title: Workforce Management Specialist

Class Title: Government Operations Consultant I

Location: Based on selected candidate within the State of Florida. 

This is a full time, 40 hour per week Career Service (CS) position.

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

Multiple positions available.

Minimum qualifications:

• Proficient in Microsoft Office Suite software; and
• Experience working in a Contact Center environment.

Preferences:

• Bachelor's or master’s degree from an accredited college or university. Note: If qualifying with education criteria you must provide a copy of your degree earned. Please attached the diploma or the official transcripts on the application before submitting your application to expedite the process, or be able to provide the documents when requested.
• Hands-on experience with Genesys Workforce Management system.
• Department of Children & Families’ experience in the ESS Customer Contact Center.

DESCRIPTION: 

This position is part of the Economic Self Sufficiency (ESS) Program, Customer Contact Center. This is a highly responsible, independent, and professional position which includes the forecasting, scheduling, real-time monitoring, and reporting to ensure staffing levels meet business objectives and service level agreements. This position will work closely with the Contact Center Workforce Management Manager and Contact Center Senior Leadership. This position will support shift management, schedules, and queue coverage for all Contact Center initiatives.

The incumbent will interact with Contact Center supervisors and managers to accomplish the goals and assignments of the position.  They will manage schedules, shifts, shift bids, leave requests, and reports within the Genesys Workforce Management software. They will observe data trends regarding workforce behavior and report on discrepancies to Contact Center management.   

Essential Functions:

• Forecasting and Scheduling: Develop accurate call volume forecasts and staffing plans to meet business requirements, Create and maintain efficient schedules for agents, ensuring optimal coverage and adherence to SLAs, analyze historical data to identify trends and adjust forecasts accordingly.     
• Real-Time Management: Monitor real-time contact center performance and adjust staffing levels as needed, implement intraday management techniques to address unexpected call volume changes and ensure service levels are maintained, coordinate with team leads and supervisors to address any immediate staffing or service issues.     
• Performance Analysis and Reporting: Generate and analyze reports on key performance metrics, such as occupancy, adherence, and shrinkage, identify areas for improvement and recommend actionable strategies to enhance operational efficiency, provide regular updates and insights to senior management on workforce performance and trends.
• Collaboration and Communication: Work closely with operations, training, and quality teams to align workforce management strategies with business goals, communicate schedule changes, staffing requirements, and performance insights to relevant stakeholders, foster a culture of teamwork and collaboration among workforce management and operations teams.
• Continuous Improvement: Stay informed of industry trends and best practices in workforce management, implement process improvements and technology solutions to enhance workforce management capabilities, develop and deliver training programs to build workforce management expertise within the team.
• Perform special assignments and other related work as required by the Regional ESS Director, ESS Operations Manager, or ESS Program Manager.
• Performs other related duties as required.

Desired Knowledge, Skills, and Abilities:

• Experience and knowledge of Genesys Cloud with an emphasis on Workforce Management.
• Proficient ability of Microsoft Office with an emphasis on Microsoft Excel skills.
• Ability to communicate effectively. Ability to establish and maintain effective working relationships with others. Ability to understand and apply applicable rules, regulations, policies and procedures. Ability to professional interact with stakeholders in a tactful, courteous and effective manner. Ability to record, collect, evaluate and analyze data. Ability to work independently by planning, organizing and coordinating work assignments. Ability to listen effectively. Ability to speak clearly and correctly. Ability to utilize problem-solving techniques.
• Strong decision-making skills.

Your People First Candidate Profile (application) 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.
• This position is designated as an essential position.  Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

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

EMPLOYMENT DISCLOSURES

1. US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.
2. SELECTIVE SERVICE SYSTEM REGISTRATION All selected 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).  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website: http://www.sss.gov. 
3. RETIREE NOTICE 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 required to repay all benefits received depending upon the date of your retirement.
4. BACKGROUND SCREENING It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S.  No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.  Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks 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.
5. BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program will have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.

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

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.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.