Program Operations Administrator - Ses

Position: PROGRAM OPERATIONS ADMINISTRATOR - SES - 64082254
Location: Tallahassee

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PROGRAM OPERATIONS ADMINISTRATOR - SES -

Date:
Jan 9, 2026

The State Personnel System is an E-Verify employer. For more information click on ourE-Verify Website.

Requisition No: 867462

Agency:
Department of Health

Working Title:

PROGRAM OPERATIONS ADMINISTRATOR - SES -

Licensure Support Services, Customer Contact Center

Program Operations Administrator – SES

Anticipated Vacancy

Are you a strong manager with a firm background in prioritizing work? Do you have a thirst for GOOD customer service practices? Are you willing to build a team that exceeds expectations while simultaneously supporting one another? Do you possess an appropriate sense of urgency and empathy? If you answered yes to the above questions, and if joining a management team that is committed to building a strong foundation of communication and excellent customer service, then we want to hear from you!

The Bureau of Operations, Licensure Support Services Unit’s Customer Contact Center is seeking a dedicated, driven Program Operations Administrator to join our dynamic management team.

*** ATTENTION CANDIDATES***

• 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.

Your Specific Responsibilities

This position spends more than 50% of the time engaged in supervisory responsibilities. 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.

Supervisor of nine call agents in the Customer Contact Center.

The selected incumbent for this position requires the ability to communicate effectively, verbally and in writing. The incumbent uses discretion and independent judgement when performing managerial duties including but not limited to: providing call agents with instructions, procedures, and directives needed to efficiently provide professional, accurate and courteous assistance to the public.

Measure staff performance via Contact Center reports and monitor phone calls.

Handle escalated calls by providing personal guidance to healthcare practitioners with more complex and/or technical inquiries regarding certification, licensure, discipline, and other regulatory functions.

Assist the section manager in developing policies and procedures for the team and recommend any necessary changes. Also assist in managing the development of new programs and improvements to the existing to meet client, applicant and/or licensee needs to ensure the efficiency of the Call Center Operations.

Performs related work as required.

Required Knowledge, Skills, and Abilities

• Ability to utilize computers and telephone equipment required for the position.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to supervise others.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals.
• Ability to establish and maintain effective working relationships with others.

Minimum Qualifications

• Three (3) years working in a structured Customer Contact Center and/or college education on a year-for-year basis.
• Demonstration of personal, professional development geared toward public administration, management and leadership.

Florida Department of Health Mission, Vision, and Values

Mission:

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