Senior Management Analyst Supv - SES - 79010136

This Senior Management Analyst Supervisor position oversees daily operations, productivity, and personnel matters within the Customer Contact Center (CCC) at the Division of Service Operations. The incumbent provides managerial support to the Bureau Chief, handling hiring, discipline, performance reviews, escalations, and staff scheduling while managing call center operations and reporting on performance metrics. The role requires expertise in licensing regulations, customer service, and personnel management within the Department of Business and Professional Regulation.

Key qualifications:

• Supervisory experience and knowledge of basic management principles and practices
• Excellent oral and written communication skills with ability to handle escalated calls and complex inquiries
• Knowledge of Florida Statutes, Board and Department rules governing licensing and regulation
• Proficiency with CRM, OnBase, Finesse, Microsoft Office, and spreadsheet programs
• Ability to plan, organize, and coordinate work activities and establish effective working relationships
• Experience with data collection, analysis, and performance monitoring