MyFlorida REV - CUSTOMER SERVICE OPERATIONAL CENTER MANAGER - 73006431 in TALLAHASSEE, Florida

REV - CUSTOMER SERVICE OPERATIONAL CENTER MANAGER - 73006431

Date:Aug 2, 2017

Location:TALLAHASSEE, FL, US, 32399

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Requisition No: 17087

Agency: Department of Revenue

Working Title: REV - CUSTOMER SERVICE OPERATIONAL CENTER MANAGER - 73006431

Position Number: 73006431

Salary: $5,416.67 - $6,250.00 / month

Posting Closing Date: 08/23/2017

If you have a desire to use your talent and skills at an organization that provides critical services to millions of individuals, businesses and families across the state, the Florida Department of Revenue invites you to apply to become an essential member of our team. As one of the largest state agencies, the Department’s diverse workforce community of more than 5,000 employees is proud of its efforts to serve the people of Florida.

  • The Department’s General Tax Administration program plays a key role in collecting and distributing revenue to state agencies, cities, counties and school districts.

  • The Department’s Child Support Program helps children receive the financial support they need when it is not provided from one or both parents.

  • The Department’s Property Tax Oversight program oversees and assists local government officials, including property appraisers, tax collectors, and value adjustment boards.

The Department of Revenue offers an excellent array of benefits, including:

  • Health insurance (over 80% employer paid)

  • Basic life insurance policy (100% employer paid)

  • Dental, vision and supplemental insurance

  • First-rate retirement program

  • Vacation and sick leave

  • Paid holidays

  • Opportunities to advance in your career

  • Tuition waiver for public college courses

  • Training opportunities

  • Flexible work schedules and telecommuting(for designated positions)

The Department’s values-based culture and commitment to public service guides our work. We focus on teamwork, innovation, continuous improvement, and seek excellence in our accomplishments every day. Begin your public service career today with theFlorida Department of Revenue.

The Florida Department of Revenue is committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability.

JOB SUMMARY: This is the manager of the Department of Revenue’s Child Support Program customer service operational process. The incumbent will direct operations for a statewide Customer Contact Center that handles calls and webchat and statewide units that handle a variety of actions that support child support case processing, including assisting employers and other state child support agencies. This manager provides operational, human resource, and employee well-being functions for 225 employees.

You should provide evidence of progressively responsible management experience in the public and/or private sector.

Duties and Responsibilities:

  • Oversee all aspects of customer service delivery provided by the Customer Contact Center and the statewide units assisting employers, other state child support agencies and case processing.

  • Provides leadership and direction through multiple levels of supervision and employees.

  • Communicate using a variety of methods with all levels of Program management, internal employees and external partners.

  • Participate in the Child Support strategic planning process and develop and implement approved operational plans in support of Program initiatives.

MINIMUM JOB REQUIREMENTS:

EDUCATION AND EXPERIENCE:

  • Bachelor or higher level college degree (professional experience can substitute for a Bachelor’s degree on a year for year basis)

  • Three or more years of supervisory experience of first or second level managers over operational positions

  • Two or more years of experience in directing operational or tactical planning and implementation of projects

PREFERENCES:

  • Experience in managing large operational teams (100+)

  • Experience in managing direct customer service operations

  • Experience in communication through a variety of methods to diverse audiences

SCREENINGDISCLAIMER:Responses to qualifying questions should be verifiable by skills and/or experiences stated on the candidate profile and/or resume.

SKILLS VERIFICATION TEST:All applicants who meet the screening criteria/minimum job requirements may be required to take a Skills Verification Test. Applicants must receive a score of at least 70% to be considered further.

APPLICANTPOOL:Future vacancies may be filled from this advertisement for a period of up to six months.

CRIMINALBACKGROUNDCHECKS:All Revenue positions are designated as “sensitive or special trust.” If we select you for this position, you must provide your fingerprints. We will send your fingerprints to the Florida Department of Law Enforcement and/or Federal Bureau of Investigation for a criminal background check. These checks will reveal arrests or charges regardless of the disposition or outcome.

WHERETOAPPLY:All applicants must apply online at:https://jobs.MyFlorida.com.If you experience problems applying online, please call the People First Service Center at 1-877-562-7287 for assistance.

CONTACTINFORMATION:Ginny Finch, 850-717-6122,ginny.finch@floridarevenue.com

REMINDERS:

  • Male applicants born on or after October 1, 1962, will not be eligible forhireorpromotionunless 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 at: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 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.

Nearest Major Market:Tallahassee