CUSTOMER CONTACT SPECIALIST - TEAM LEAD 1

Requisition No: 881002 

Agency: Department of Health

Working Title: CUSTOMER CONTACT SPECIALIST - TEAM LEAD 1

 Pay Plan: Career Service

Position Number: 64080494 

Salary:  $36,317.26 - $40,000 

Posting Closing Date: 08/10/2026 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Bureau of Operations

Customer Contact Center

Customer Contact Specialist – Team Lead

 

Open Competitive Opportunity

 

Are you a leader looking for an interesting position?

Do you enjoy research and providing solutions?

Do you enjoy helping others?

 

We are seeking a strong Team Lead in MQA’s Bureau of Operations Customer Contact Center. The candidate selected for this position should be ready to lead by example, as the Team Lead role is vital to our incredible team. Our team performs research for complex regulatory activities involving eligibility for registration, certification, and licensure. The Ideal candidate will be able to work with a team, exercise independent judgement, provide guidance, and exercise problem-solving skills in dealing with potential applicants and licensees to resolve issues.

If you’re ready to take on a high-impact role where your skills will be recognized and valued, we want to hear from you. This is your opportunity to be a key player on a strong team within the Bureau of Operations that makes a real difference on our division.

 

***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 visa sponsorship (this includes Stemp 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. Any breach of this requirement will lead to the applicant being removed from consideration. 

 

Your Specific Responsibilities:

This position performs advanced and complex regulatory activities involving health care practitioner inquiries to determine eligibility for registration, certification or licensure. The incumbent must exercise independent judgment in resolving issues with potential applicants and licensees. This position requires strong problem-solving support and the ability to provide support regarding certification, licensure, discipline and other regulatory functions.

 

Team Lead duties include: Supports daily call center operations by assisting with the escalation queue daily, guiding RSIIs with complex questions, and serving as the lead on name changes, repository entry and maintaining weekly scheduling. This position oversee the mail-outs process to ensure renewals and applications are sent accurately and timely to customers. Additional responsibilities include managing reports, maintaining monthly PowerPoint presentations, responding to name change inquiries and acting as delegated authority when the supervisor is out of the office, and supporting supervisors as needed.

This position provides ongoing training for new and existing staff. Duties include coaching team members and procedures, regulatory requirements, system use, workflow as directed and offering refresher guidance to ensure consistent policies and procedures across the team.

 

This position provides direction, technical assistance, and personal guidance to potential applicants and licensees, both verbally and in writing, regarding initial licensure r