GENERAL AND OPERATIONS MANAGER I - 64080461 1

Requisition No: 872232 

Agency: Department of Health

Working Title: GENERAL AND OPERATIONS MANAGER I - 64080461 1

 Pay Plan: SES

Position Number: 64080461 

Salary:  $50,584.67 - $58,311.24 

Posting Closing Date: 03/22/2026 

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. 

 

Your Specific Responsibilities:

This position spends the majority 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.

The incumbent in the position is directly engaged in the daily operations and planning the use of resources in our Centralized Call Center, responsible for fostering accountability, professional growth, and culture of continuous improvement. The incumbent ensures that the call center operates efficiently, and adapts to evolving demands, and consistently delivers high-quality customer service.

This position is responsible for the administration and management of the centralized call center within the Bureau of Operations in the Division of Medical Quality Assurance. The employee exercises independent judgment in formulating policies and procedures relative to communication services, training, and recruitment for the section ensuring consistency, compliance and efficiency across operations. The employee will be responsible and have oversight of training, development, and recruitment of all call center staff.

The incumbent selected for this position will lead policy development, streamline processes, and oversee training to ensure efficient licensure support. Drive team growth, foster leadership, and build a culture of accountability and excellence—while staying ahead of call center trends and best practices.

Directs the review of work processes of the section, and coordinates development and implementation of systems to meet the needs of customers more effectively and efficiently. Confers with personnel concerned to ensure successfully functioning of newly implemented systems or procedures.

Performs related work as required.

 

Required Knowledge, Skills, and Abilities:

• Ability to determine work priorities, assign work, and ensure proper completion of work assig