Operations Manager – Customer Service Center Supervisor II
State of Florida
full-time
Posted on:
Location Type: Office
Location: Tallahassee • Florida • United States
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Salary
💰 $50,000 per year
About the role
- Responsible for administering daily operational activities of the Bureau of Customer Service’s Correspondence Team
- Accountable for monitoring the workflow of all correspondence types, the assignment of work, and the timely completion of work
- Ensures all customer communications written or verbal contain exemplary writing skills, formatting, grammar, spelling, the correct action plan, and content
- Responsible for efficiency and distribution of daily reports
- Supervises, manages, and holds members accountable for performance expectations and attendance
- Provides coaching, feedback, development, and discipline as needed to members
- Responsible for monitoring each direct reports’ weekly work product to ensure customers are provided complete and accurate information
- Conducts ten (10) monthly monitors on each team member; providing timely feedback to members and management to improve member performance and data analysis
- Oversees the development of members through mentoring, coaching, and continued training
- Identifies and provides training as needed
- Ensures members continue educating themselves in all applicable areas
Requirements
- Two (2) or more years of professional work experience using Microsoft Word, Excel and Outlook
- Two (2) or more years of professional work experience supervising and/or managing subordinates
- Two (2) or more years of professional work experience providing customer service
- Experience handling escalated calls in a call center, customer service and/or public relations environment
- Two (2) or more years of experience in Driver License and/or Motor Vehicle program areas including familiarity with applications such as ORION (Motorist Maintenance), FRVIS, Expert, and DAVID systems
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft WordMicrosoft ExcelMicrosoft Outlookdata analysiscustomer serviceescalated call handlingreport distributionperformance monitoringcoachingmentoring
Soft Skills
exemplary writing skillscommunicationleadershipaccountabilityfeedbackdevelopmentdisciplinetraining identificationorganizational skillsteam management