OPERATIONS CONTROL CENTER SUPERVISOR - 72000935

State of Florida•Tallahassee, FL

2d•$52,000•Onsite

About The Position

The incumbent supervises shift workers in the Building Operations Center (BOC), a 24-hour call center in the Division of Real Estate Development and Management, Bureau of Building Systems supporting daily operations of 12.6 million square feet of real estate in the Florida Facilities Pool (FFP). Directs daily work activities of subordinates to monitor and adjust Building Automation Systems, respond to fire and security alarms, and serve as the after-hours hub for incident response in DMS-managed facilities. Performs full-time shift work during periods of insufficient staffing. Fills in for absent employees, with little notice. Key responsibilities and duties include: Performance Management: Writes clear performance expectations, conducts performance planning and periodic reviews to set and monitor goals.Enforces Department policies and holds employees accountable for any deviations by documenting performance.Collaborates with Human Resources to implement corrective action plans aimed at improving employee performance. Employee Development and Training: Conducts orientation and on-the-job training for new call center employees and maintains documentation.Provides coaching and mentoring to enhance employees' skills, improve proficiency, and to overcome deficiencies.Identifies training needs and facilitates continuing education and professional development for subordinates. Customer Service and Communications: Addresses complex issues that employees are unable to resolve and escalates technical problems to supervisor.Serves as the point person for customer complaints, ensuring prompt and effective resolution.Works collaboratively with all stakeholders to maintain open communications and provide opportunities for feedback. Quality Assurance: Provides written procedures with escalation protocols to normalize response to common and emergency situations.Performs regular call audits, offering feedback and coaching to improve employees’ expertise and customer service.Develops standards, checklists, or scripts for customer interactions to improve call handling and customer experience. Strategic Planning and Continuous Process Improvement: Establishes action plan with clear steps to achieve short and long-term goals and defines success criteria. Shares plan with stakeholders, tracks progress, establishes regular check-ins, and reports successes.Seeks opportunities to streamline processes, improve efficiency, and adapt to changing needs. Administrative Oversight: Submits Tririga work tasks, approves timesheets and leave requests, and uses purchasing card.Publishes duty schedule, maintains leave calendar, and facilitates shift coverage during unscheduled absences.Oversees publication of Call Lists, Master Equipment Schedule, Equipment Run Time Log, and the Facility Status Report.

Requirements

Ability to demonstrate leadership skills to inspire team members, establish clear expectations, and lead by example.
Ability to utilize clear, effective communication to convey instructions, provide feedback, and address personnel issues.
Ability to manage emotions, both of oneself and others, to foster a positive work environment.
Ability to model behaviors of Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork
Ability to make unbiased observations and apply analytical reasoning to identify root causes in a timely manner.
Ability to weigh options and draw conclusions to make fact-based decisions quickly, confidently, and independently.
Ability to prioritize tasks, manage time effectively, and delegate responsibilities to ensure timely completion of duties.
Ability to adapt to changing circumstances and new technologies to lead employees effectively.
Ability to proficiently use Microsoft Office programs and standard desktop computers for information management.
Ability to plan, organize, and direct the work of skilled and semi-skilled employees in a call center.
Ability to monitor customer service, analyze feedback and enhance customer experience.
Ability to objectively evaluate employees, recognize substandard performance, and implement corrective actions.
Ability to exercise initiative, good judgment, and discretion.
5 years of supervisory experience.
Physically able to work 12-hour shifts and sit for long periods.
Willingness to work shifts at night, on weekends and State holidays.
Valid and applicable driver’s license.

Nice To Haves

Experience using building automation system software.
Experience in a call center.

Responsibilities

Writes clear performance expectations, conducts performance planning and periodic reviews to set and monitor goals.
Enforces Department policies and holds employees accountable for any deviations by documenting performance.
Collaborates with Human Resources to implement corrective action plans aimed at improving employee performance.
Conducts orientation and on-the-job training for new call center employees and maintains documentation.
Provides coaching and mentoring to enhance employees' skills, improve proficiency, and to overcome deficiencies.
Identifies training needs and facilitates continuing education and professional development for subordinates.
Addresses complex issues that employees are unable to resolve and escalates technical problems to supervisor.
Serves as the point person for customer complaints, ensuring prompt and effective resolution.
Works collaboratively with all stakeholders to maintain open communications and provide opportunities for feedback.
Provides written procedures with escalation protocols to normalize response to common and emergency situations.
Performs regular call audits, offering feedback and coaching to improve employees’ expertise and customer service.
Develops standards, checklists, or scripts for customer interactions to improve call handling and customer experience.
Establishes action plan with clear steps to achieve short and long-term goals and defines success criteria.
Shares plan with stakeholders, tracks progress, establishes regular check-ins, and reports successes.
Seeks opportunities to streamline processes, improve efficiency, and adapt to changing needs.
Submits Tririga work tasks, approves timesheets and leave requests, and uses purchasing card.
Publishes duty schedule, maintains leave calendar, and facilitates shift coverage during unscheduled absences.
Oversees publication of Call Lists, Master Equipment Schedule, Equipment Run Time Log, and the Facility Status Report.