Job Information
MyFlorida 837310 - GOVERNMENT OPERATIONS CONSULTANT I - 40034192 in ORLANDO, Florida
837310 - GOVERNMENT OPERATIONS CONSULTANT I - 40034192
Date: Sep 12, 2024
The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .
Requisition No: 837310
Agency: Commerce
Working Title: 837310 - GOVERNMENT OPERATIONS CONSULTANT I - 40034192
Pay Plan: Career Service
Position Number: 40034192
Salary: $39,320.81 - $47,184.97
Posting Closing Date: 09/19/2024
Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)
JOB TYPE: FULL TIME / Career Service
POSITION LOCATION: Orlando,FL (relocation benefits are not available for this position)
Government Operations Consultant I
OPEN COMPETITIVE
www.floridajobs.org/
Your Specific Responsibilities:
Performs duties associated with the WFM Employee Hotline; updating schedules and reports to reflect change in staffing and advises management of any unauthorized overtime/make up time.
Perform data entry of the employees’ worked hours into the time-keeping file daily and/or review the automated timestamp application for the FC RA CSC teams. Ensures hours are accurately accumulated and categorized in a format compatible with the business payroll procedures.
Completes data entry of leave and extra hours from the request forms to adjust employees’ schedules to resolve short-term capacity issues, absenteeism, and work queues, as well as technical and application issues.
Completes data entry of time-keeping discrepancy forms to adjust employee schedules. Analyzes discrepancies to provide management with real-time data and possible alternatives to control impromptu situations.
Completes duties associated with the Kudos Line; listening and transcribing messages left in acknowledgement of an employee into a SharePoint application to be sent to the employee and their management.
Maintains close working relationships with team members through open communication and ongoing transfer of knowledge to ensure all areas benefit from the collective experience while maintaining the integrity of the WFM data collection application.
Assists GOC II’s as needed with the following:
Preparing Agent States Report for time keeping preparation daily. Assists with preparing and distributing intraday reports on employee attendance as well as time and attendance reports to management and other departments as requested.
Preparing and maintaining the daily roster for emergency evacuations.
Observing activities to ensure staff are adhering to posted schedules. Assist with reporting non-adherent activities which exceed pre-set thresholds. Measures real-time adherence, observes call flow, and adjusts schedules in an accurate and timely fashion to meet business objectives.
Reviewing real-time statistics across various measures such as service level, average handle time (AHT), average speed answered (ASA), occupancy, adherence, amongst others and actively displays knowledge and understanding of these key performance indicators.
Establishing and facilitating meetings/trainings to communicate established/new processes and procedures in area of expertise.
Developing reports and/or processes that increase the ability of the RA Contact Center to plan acceptable performance results effectively and accurately.
Required Knowledge, Skills, and Abilities:
Knowledge of and proficiency in using Workforce Management data collection software.
Knowledge of and proficiency in using MS Office Applications with emphasis in Excel and PowerPoint.
Ability to collect, evaluate, and analyze data to develop alternative recommendation, solve problems, document workflow, and other activities relating to the improvement of operational and management practices.
Ability to organize data into logical format for presentation in reports, documents, and other written materials.
Ability to conduct fact finding research.
Ability to work independently.
Ability to utilize problem solving techniques.
Ability to understand and apply applicable rules, policies, and procedures relating to operational management analysis activities.
Ability to plan, organize and coordinate work assignments.
Ability to effectively communicate verbally and in writing.
Ability to establish and maintain effective working relationships with others.
Strong organizational, time management and multi-tasking skills.
Qualifications:
As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.
Minimum:
Duties and responsibilities of this position must be performed at the official work site of the Department.
Perform work on weekends or after regular work hours may be required due to unforeseen office closures to maintain call monitoring coverage.
Ability to travel and provide own transportation.
Preferred :
At least two years of professional experience in a Contact/Call Center working with Workforce Management data collection software.
Have at least some experiences with data entry of timekeeping/payroll files.
Pay: $39,320.81 - $47,184.97
Our Organization and Mission:
FloridaCommerce works across the state to support Florida’s economy, robust and talented workforce, and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters.
In collaboration with our partners, we salute our nation’s veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply at FloridaCommerce for positions that fit their skill sets.
FloridaCommerce is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service – 711.)
Let our mission become yours. To find out more about us, click on the link: http://www.floridajobs.org/
The Work You Will Do:
TheGovernment Operations Consultant Iis a member of the Workforce Management team of the Division of Workforce Services. This work is responsible for maintaining attendance and time-keeping records while assisting with analyzing real-time call volume, back-office workload, various employee phone states across the FloridaCommerce (FC) Reemployment Assistance (RA) Customer Support Center (CSC) operation. Effectively uses the Workforce Management (WFM) data collection application and all related applications to assist and provide direction to ensure workload is handled to achieve service level goals.
The Difference You Will Make:
In this position, you will interact with leadership and associates to ensure their daily schedules are updated accurately to resolve short-term capacity issues, absenteeism, and work queues to meet business objectives.
FloridaCommerce is a fast-paced work environment in which critical thinking and prioritizing are a must.
How You Will Grow:
FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee:
Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities.
Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.
Provides information clearly, accurately, and succinctly; and exhibits good listening skills.
Works collaboratively to optimize the effectiveness of FloridaCommerce’s available resources and tools.
Uses knowledge acquired through education, training, or experience to complete tasks.
These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.
Where You Will Work:
Orlando is a magical city that is known for its warm weather and hospitality. With the nickname “The City Beautiful” there’s an incredible mix of fun things to do in Orlando that make it an ideal place to work, play and live. Orlando is also one of the fastest growing metropolitan areas in state with major job industries in hospitality, health care and technology. From major sporting events to its cultural arts and theater performances, Orlando has something for everyone.
Orlando is:
Home to major higher learning institutions such as: University of Central Florida (UCF), Valencia Community College (VCC), Rollins College, and Full Sail University
Approximately 90 minutes from many amazing beaches
Within a state having no state income tax for residents of Florida.
WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!
- State Group Insurance coverage options+
(health, life, dental, vision, and other supplemental option)
Retirement plan options, including employer contributions ( www.myfrs.com )
Nine paid holidays and a Personal Holiday each year
Annual and Sick Leave Benefits
Student Loan Forgiveness Program (Eligibility required)
Flexible Spending Accounts
Tuition Fee Waivers (Accepted by major Florida colleges/universities)
Ongoing comprehensive training provided
Career Growth
Highly skilled, professional environment
For a more complete list of benefits, visit www.mybenefits.myflorida.com .
We care about the success of our employees.
We are always improving our technology, our tools, our customer’s experiences, and ourselves.
A rewarding experience for reliable, compassionate, and professional employees.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.
Location:
ORLANDO, FL, US, 32809
Nearest Major Market:Orlando