REGULATORY PROGRAM ADMIN-SES - 79000598

Requisition No: 869651 

Agency: Business and Professional Regulations

Working Title: REGULATORY PROGRAM ADMIN-SES - 79000598

 Pay Plan: SES

Position Number: 79000598 

Salary:  $2,415.03 Bi-weekly 

Posting Closing Date: 02/20/2026 

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DIVISION OF SERVICE OPERATIONS / CUSTOMER CONTACT CENTER
REGULATORY PROGRAM ADMINISTRATOR-SES
Position Number: 79000598
Hiring Salary: $2,415.03 Bi-weekly 

**Open Competitve**

 

Our Organization and Mission:

The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail.  This position works as a Regulatory Program Administrator for the Customer Contact Center (CCC).

The Work You Will Do:

This position is responsible for managing a staff of 13 Customer Contact Center Agents and Regulatory Consultants.  The incumbent must understand the Department related Florida Statutes and the related Administrative Rules, DBPR policies and procedures and exercise independent judgment in dealing with licensees.  The Regulatory Program Administrator is responsible for the daily operating environment of his/her team including attendance and discipline.  Additionally, this position will accept escalated calls from customers wanting to speak to a supervisor.  The incumbent is also expected to mentor and train call agents and Regulatory Consultants.  Duties include but are not limited to:

Your Specific Responsibilities:

• Supervise staff for daily operations; including providing guidance and direction to staff, approving time and attendance, performing evaluations, review and offer training to staff, attend staff meetings, communicate workflow or operation changes to staff, administer discipline as needed, and assisting with keeping morale up.
• Ensure Quality Customer Service by participating in the daily work operations and offering feedback, training, and other resources as needed.
• Enforce Policies and Procedures.
• Participate in training and continuous improvement projects; be proactive by offering suggestions on process improvements.
• Assist with incoming calls as needed during high volumes/low staffing; and manage escalated calls as received; respond timely to e-mails received directly and other correspondence.
• Provide backup support to staff and management as needed.

Knowledge, Skills, and Abilities:

• Knowledge of the CCC and Department's system including the licensing database and document imaging system.  
• Ability to establish and maintain effective working relationships with others.
• Supervisory skills; including developing, motivating, mentoring and/or coaching employees.
• Ability to communicate effectively with others.
• Ability to hold staff meetings.
• Knowledge of Florida Statutes, board and department rules governing licensure and regulation, and consumer protection.
• Knowledge of the techniques for handling complaints and dealing with the public.
• Ability to compile, organize and analyze data reports.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals,

Minimum Requirements: 

• Must have two (2) years of experience interpreting, implementing, administering and/or communicating policies and procedures; and
• Must have two (2) years of experience supervising, developing, motivating, mentoring and coaching employees to achieve success; and
• Must have experience preparing written correspondence; and
• Must be proficient in Microsoft Office Suite.

**This advertisement package may be used to fill additional Regulatory Program Administrator vacancies occurring over the six-month period immediately following the posting of this advertisement**

The Benefits of Working for the State of Florida:

 “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 i