DEPUTY CHIEF OF CONTACT CENTER - 72002548

Requisition No: 880696 

Agency: Management Services

Working Title: DEPUTY CHIEF OF CONTACT CENTER - 72002548

 Pay Plan: SES

Position Number: 72002548 

Salary:  $70,000.06 - $78,763.62 

Posting Closing Date: 08/19/2026 

Total Compensation Estimator Tool

Contact Center Deputy Chief 
Division of Retirement/Contact Center
State of Florida Department of Management Services
This is an on-site position located in Tallahassee, FL

 

Position Overview and Responsibilities:

 

The position duties include:

• Deliver high standards of service to customers by making effective and efficient use of contact center staff and technology resources.
• Utilize, develop, and implement performance measures and production metrics to evaluate team and individual performance.
• Manage all Contact Center floor supervisors and employees.
• Recruit, train, manage and monitor employees to ensure employees have the skills and knowledge to meet customer service objectives. Training programs must ensure that representatives have good product and service knowledge, as well as customer handling skills.
• Ensure appropriate resource allocation and utilization to support varying contact center demand throughout operational hours.
• Review and analyze work processes, and research and develop recommendations for contact center service improvements.
• Ensure compliance with applicable state law, policies and procedures.
• Resolve complex or escalated issues from telephone interactions.
• Develops and recommends retirement policies and procedures to division and executive leadership. The position is also responsible for implementing and ensuring the compliance of these policies. 

 

Other responsibilities include:

• Make recommendations for hardware and software utilized in the contact center.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Work with systems to design customer service representative user interfaces; develop and execute user acceptance test plans; plan and control implementations.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; and installing upgrades.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; and evaluating and implementing upgrades.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; and benchmarking state-of-the-art practices.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; and exploring opportunities to add value to job accomplishments.
      

Knowledge, Skills, and Abilities:

• Knowledge of call management systems and call center quality measures in a non-profit organization
• Knowledge of statistics, statistical modeling, forecasting models
• Ability to lead effective teams and to coach, mentor, and motivate