Job Description

Requisition No: 876370

Agency: Children and Families

Working Title: CALL CENTER SERVICES SUPERVISOR - SES - 60023413

Pay Plan: SES

Position Number: 60023413

Salary: $40,125.02 minimum annually

Posting Closing Date: 05/27/2026

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This is an Open Competitive Opportunity

CALL CENTER SERVICES SUPERVISOR - SES

Department of Children and Families

About the Department of Children and Families:

The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

To learn more please visit  https://www.myflfamilies.com/

About the Position:

This posting will be used to fill a position vacancy in Selected Exempt Services (SES).

This position is full-time, working 40 hours per week. This position is for the Customer Call Center and can be located anywhere in either Tampa, Jacksonville or Miami, FL. The selected candidate will work in the office location as assigned.  Current employees will be compensated in accordance with the DCF salary policy. Some travel may be required (limited travel).

REQUIRED QUALIFICATIONS:

• Must have at least two (2) years of experience in a contact center as a representative, lead worker, supervisor, or other role AND
• Must have at least one (1) year experience in a leadership role as a supervisor or lead worker with significant duties performed as a mentor or monitoring the work of others.

Preference Given to Applicants with the Following:

• At least one (1) year of experience working for the Department of Children & Families Economic Self -Sufficiency (ESS) program determining eligibility, answering calls, supervising others, or any other support role in the past 10 years.

What You Will Do: 

This is an ESS Statewide Call Center Supervisor position.  The position location will be at one of the ESS Program Call Centers in one of these cities: Tampa, Miami, Jacksonville, FL This is a professional position primarily responsible for the supervision of a call center unit that is responsible for providing support services for government assistance programs. The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining government assistance eligibility, monitoring, and measuring performance. The primary duty of the incumbent in this position is to spend most of their time communicating with, motivation, training, and evaluating employees, planning and directing their work, and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. Evaluates employees against established standards and takes appropriate actions when necessary (i.e., recognition, reward, corrective action, etc.).

Additional Information/Requirements:

• Incumbents may be expected to work during emergency situations or natural disasters.

 The 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.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

For a more complete list of benefits, visit www.mybenefits.myflorida.com

EMPLOYMENT DISCLOSURES

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 will be required to repay all benefits received depending upon the date of your retirement.

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

We hire only U.S. citizens and lawfully authorized alien workers.

Participation in the  State of Florida Direct Deposit Program is required as a condition of employment per F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

SELECTIVE SERVICE:  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) before their 26th birthday or have a Letter of Registration Exemption from the SSS.  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website:  http://www.sss.gov

BACKGROUND SCREENING REQUIREMENT:  It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  Employment may be terminated based on the background investigation results if the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.  Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check 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.  Employees will be retained in state and national rap back program, providing real-time arrest hit notifications.   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.

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self Sufficiency Program will have a Benefit Recovery check completed.

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

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.