About this opportunity
Florida lists this SENIOR MANAGEMENT ANALYST SUPV - SES - 79010136 opportunity in tallahassee, Florida. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Requisition No: Agency: Business and Professional Regulation Working Title: SENIOR MANAGEMENT ANALYST SUPV - SES - Pay Plan: SES Position Number: Salary: $2,500.00 - $2,884.00 Bi-Weekly Posting Closing Date: 10/02/2026
Total Compensation Estimator Tool
Division of Service Operations
Customer Contact Center
Senior Management Analyst Supervisor - SES
Minimum Salary: $2,500.00 - $2,884.00 Bi-Weekly
Open Competitive
Our Organization And Mission
The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail. This position works as a Senior Management Analyst Supervisor in the Customer Contact Center (CCC).
The Work You Will Do
The Senior Management Analyst Supervisor is responsible for providing high-level managerial and informational support to the Bureau Chief. This management position is responsible for overseeing daily operations, productivity, and personnel matters with in the CCC. The incumbent in the position will be required to make decisions relating to the operation of the unit and to obtain solutions to complex situations by operating within well-established policies, laws, rules, and guidelines.
Your Specific Responsibilities
Perform administrative duties relating to task assignments, personnel and all managerial decisions relating to the areas under this position's managerial authority. Includes hiring, employee termination, leave and attendance approval, discipline and performance review activities.
Act as liaison for the CCC to the business units concerning issues relating to the escalations submitted by CCC.
Assigns, reviews, and coordinates office operations related to all operational areas under this position's managerial authority.
Assist with and coordinate the reporting and tracking of data relative to established performance measures.
Uses information gathered from quality assurance reviews to assist supervisors in developing training catalogs and implementing motivational training to improve the quality and quantity of work performed by staff.
Assists the Bureau Chief in monitoring legislative proposals and bill analysis. Makes recommendations for statute and rule changes when appropriate.
Manages the development of new and existing programs in the Bureau and suggests improvements to meet needs more effectively.
Conduct special projects and monitor the development of fiscal and statistical reports.
Responsibilities include daily monitoring of Call Center Pulse and ensuring phone coverage as Call Volumes warrant.
Accurate Interpretation and dissemination of licensing information to CCC staff and callers.
Handling of escalated calls and issues.
Assists Bureau Chief with coordination of staff scheduling in accordance with call volume and operational needs.
Researching inquiries brought forth by CCC Regulatory Consultants, Supervisors and/or the Bureau Chief. Responding to complex telephone and web based inquiries related to application, eligibility, certification or licensure. Handles the work volume regarding CCC escalations, Secretary's office requests, IG referrals, complaint calls, and inquiries received from the CCC Bureau Chief and/or the Division of Service Operations Director's office.
Conducts Legislative Bill Analysis. This manager makes outbound calls to customers, board offices and/or business partners as deemed necessary.
Communicates with
#J-18808-Ljbffr
Worksite address
tallahassee, FL, 32318, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.