Call Center Services Supervisor - Ses

CALL CENTER SERVICES SUPERVISOR - SES -

Date:
Mar 3, 2026

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

Requisition No: 871302

Agency:
Children and Families

Working Title:

CALL CENTER SERVICES SUPERVISOR - SES -

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.

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).

• 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.

• 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.

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, motivating, 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.).

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

• 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.

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:

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…