OPERATIONS CONTROL CENTER SUPERVISOR - 72000935 1

Requisition No: 841197 

Agency: Management Services

Working Title: OPERATIONS CONTROL CENTER SUPERVISOR - 72000935 1

 Pay Plan: SES

Position Number: 72000935 

Salary:  $47,985.00 

Posting Closing Date: 11/26/2024 

Total Compensation Estimator Tool

Building Operations Center Supervisor - SES

Division of Real Estate Decelopment and Management

State of Florida Department of Management Services

This position is located in Tallahassee, FL

 

Position Overview and Responsibilities:

The incumbent supervises shift workers in the Building Operations Center (BOC), a 24-hour call center in the Division of Real Estate Development and Management, Bureau of Building Systems supporting daily operations of 12.6 million square feet of real estate in the Florida Facilities Pool (FFP). The BOC is tasked to maintain facility environmental conditions, reduce energy consumption, and serve as the after-hours hub for incident response in FFP facilities. Performs full time shift work during periods of insufficient staffing. Key responsibilities and duties include:

 

Performance Management:

• Writes clear performance expectations, conducts performance planning and periodic reviews to set and monitor goals.
• Enforces Department policies and holds employees accountable for any deviations by documenting performance issues.
• Collaborates with Human Resources to implement corrective action plans aimed at improving employee performance.

 

Employee Development and Training:

• Coordinates and conducts orientation and on-the-job training for new call center employees and maintains documentation.
• Provides coaching and mentoring to enhance employees' soft skills, improve technical proficiency, and to overcome deficiencies.
• Identifies training needs and facilitates continuing education and professional development to enhance team performance.

 

Customer Service and Communications:

• Addresses complex issues that employees are unable to resolve and escalates technical problems to subject matter experts.
• Analyzes operational data and customer feedback to identify trends and implements strategies to improve service delivery.
• Serves as the point person for customer complaints, ensuring prompt and effective resolution to enhance customer satisfaction.
• Works collaboratively with all stakeholders to maintain open communications, provide feedback, and ensure seamless operations.

 

Quality Assurance:

• Uses benchmarks, metrics, or key performance indicators to improve operational performance and make data-driven decisions.
• Provides written procedures with escalation protocols to normalize employee response to common and emergency situations.
• Performs regular call audits, offering feedback and coaching to improve employees’ expertise and customer service skills.
• Develops standards, checklists, or scripts for customer interactions to improve call handling and enhance customer experience.

 

Strategic Planning and Continuous Process Improvement:

• Collaborates with leadership to assess needs, establish short and long-term goals, and set yearly objectives for the call center.
• Establishes action plan with clear steps to achieve goals, identify responsible parties, set timelines, and define success criteria.  
• Shares plan with stakeholders, tracks progress, establishes regular check