General and Operations Manager

State of Florida

General and Operations Manager I leading the Bureau of Operations’ Customer Contact Center. Responsible for administration, leadership, and management with a focus on customer service excellence.

Posted 7/17/2026full-timeTallahassee • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $50,584 - $58,311 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and management capabilities in overseeing Customer Contact Center operations, with a focus on efficiency, compliance, and continuous improvement. Proven ability to develop and implement training programs that enhance team performance and customer service delivery.

Highest-signal resume keywords

Customer Contact Center ManagementTeam LeadershipOperational EfficiencyTraining Program DevelopmentPerformance Evaluation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReportingPolicy DevelopmentBusiness Process EvaluationCompliance ManagementCustomer Service Management

Soft Skills

LeadershipCommunicationProfessional Development

Industry Keywords

Public AdministrationMedical Quality AssuranceCustomer Service

About the role

Key responsibilities & impact

This position is responsible for the overall administration, leadership, and management of the Bureau of Operations’ centralized Customer Contact Center within the Division of Medical Quality Assurance.
Establishes operational priorities, develops and implements policies procedures, and evaluates business processes to ensure efficiency, compliance and continuous improvement.
Directs and oversees the work of supervisors and professional staff responsible for Contract Center Operations.
Develops, implements, and maintains comprehensive onboarding and training programs that prepare newly hired employees for success within the Contact Center.
Monitors Contact Center operational reporting to evaluate program effectiveness and identify areas for improvement.

Requirements

What you’ll need

A minimum of two (2) years’ working in a structured Customer Contact Center
A minimum of two (2) years managing teams who provide customer service
College education can substitute for the required experience on a year-for-year basis
Demonstration of personal, professional development geared toward public administration, management and leadership.
Must be willing to physically come into the office to perform duties and responsibilities of the position.

Benefits

Comp & perks

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
Flexible Spending Accounts
Tuition waivers
And more!