GENERAL AND OPERATIONS MANAGER I - 64080461

Requisition No: 879751

Agency: Department of Health

Working Title: GENERAL AND OPERATIONS MANAGER I - 64080461

Pay Plan: SES

Position Number: 64080461

Salary: $50,584.67-$58,311.24

Posting Closing Date: 07/23/2026

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Bureau of Operations

Licensure Support Services, Customer Contact Center

General and Operations Manager I - SES

Anticipated Vacancy

Open Competitive Opportunity

Are you a dynamic leader with a proven ability to prioritize, inspire, and deliver exceptional results? Do you value outstanding customer service and believe in building high-performing teams that support one another? Are urgency, empathy, and clear communication at the core of your leadership style?

If so, we want to hear from you! The Bureau of Operations, Licensure Support Services Unit's Customer Contact Center is seeking a dedicated and driven General and Operations Manager I to lead our management team. This role offers the opportunity to shape a culture of excellence, foster collaboration, and ensure our team exceeds expectations while providing superior service to those we serve.

• ATTENTION CANDIDATES*

To be considered for a position with the Florida Department of Health, Division of Medical Quality Assurance, Bureau of Operations:

• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, duties, and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be clearly supported in your employment history.
• This position requires current authorization to work in the United States without employer sponsorship. The Department of Health is unable to provide employment sponsorship (this includes Stem OPT and/or Form I-983)
• To ensure honesty, all applicants must provide their own work. Unless explicitly requested, the use of Artificial Intelligence (AI) tools to assist with Qualifying Questions, Work Samples, or Interviews is strictly prohibited, and any breach of this requirement will lead to the applicant being removed from consideration.

Your Specific Responsibilities:

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. The incumbent provides strategic direction for daily operations while ensuring the support to healthcare professionals, applicants, and the public. Working with administrative direction, the incumbent establishes operational priorities, develops and implements policies procedures, and evaluates business processes to ensure efficiency, compliance and continuous improvement.

The incumbent spends the majority of the time engaged in supervisory responsibilities, directing and overseeing the work of supervisors and professional staff responsible for Contract Center Operations. Responsibilities include planning and assigning work, establishing performance expectations, evaluating employee performance, providing coaching and mentoring, resolving employee relation issues, and making recommendations regarding hiring, promotions, disciplinary actions and other personnel matters. The incumbent fosters a culture of accountability, professionalism, collaboration, and innovations while developing leadership capacity throughout the management team. The incumbent ensures that the call center operates efficiently, and adapts to evolving demands, and consistently delivers high-quality customer service.

This includes communicating, motivating, training, and evaluating employees in addition to planning and directing employees' work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensure proper coverage, and complete timesheets.

This position is responsible for developing, implementing, and maintaining comprehensive onboarding and training programs that prepare newly hired employees for success within the Contact Center. The incumbent ensures all new employees receive structured training that promotes consistency in customer interactions, operational knowledge, and regulatory compliance. Through collaboration with supervisors, and subject matter experts, the incumbent continuously evaluates and enhances training curriculum, operational procedures, and quality standards to ensure employees possess the knowledge, skills and confidence necessary to provide exceptional customer service. The incumbent also promotes continuous learning by identifying ongoing training needs, coordinating professional development opportunities, and ensuring employees remain informed of policy changes, system enhancements, and evolving business practices.

The incumbent in this position oversees workforce planning and resource management to ensure staffing levels appropriately support operational demands and service expectations. Responsibilities include monitoring call volumes, productivity metrics, quality assurance results, scheduling practices, workload distribution, and service level performance to maximize operational effectiveness while maintaining a high level of customer satisfaction. The incumbent continuously monitors Contact Center operational reporting to evaluate program effectiveness and identify areas for improvement.

This position serves as a leader in organizational improvement by evaluating existing business processes and identifying opportunities to streamline operations through innovation, automation, and the effective use of technology. The incumbent research emerging trends, best practices, and advancements in customer contact center operations. Recommendations selected for this position will lead policy development, streamline processes, and oversee training to ensure efficient licensure support.

The incumbent works collaboratively with Division leadership and internal and external partners to implement new initiatives, coordinate operational projects, and ensure successful implementation of new systems, technologies, and business processes. The position provides oversight of policy development, operational procedures, quality assurance initiatives, reporting and performance rules, and applicable state and federal requirements.

Performs related work as required.

Required Knowledge, Skills, and Abilities:

• Knowledge of customer contact center operations at a management level, workforce management principles, quality assurance programs, and customer service best practices.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to lead, develop, and motivate managers, supervisors and professional staff while fostering a culture of accountability, collaboration, innovations and customer service excellence.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals.
• Ability to exercise sound judgement, make informed decisions, prioritize competing demands, and effectively manage in a fast-paced environment.
• Ability to use operational metrics, customer feedback, quality assurance results, and performance analytics to evaluate organizational effectiveness and drive continuous improvement initiatives.
• Ability to establish and maintain effective working relationships with others.
• Ability to understand customer service in a high-volume, front-line customer contact center and the ability to resolve issues.

Minimum Qualifications:

• 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.
• Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. This role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods.
• Must be willing to physically come into the office to perform duties and responsibilities of the position.

Preferred Qualifications:

• Experience supervising teams of call agent supervisors is highly preferred.

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the Healthiest State in the Nation.

Values:

I nnovation: We search for creative solutions and manage resources wisely.

C ollaboration: We use teamwork to achieve common goals & solve problems.

A ccountability: We perform with integrity & respect.

R esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work (Onsite Only):

Division of Medical Quality Assurance

Tallahassee, FL 32399

This is a full-time, in-office role with no provision of remote work.

The 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:

• 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

(For more information, please click www.myfrs.com);

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

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

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov

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 canceled, suspended or deemed ineligible depending upon the date of your retirement.

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). 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.

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Departments VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.

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.