MyFlorida EMPLOYMENT PROGRAM SPECIALIST - 40047087 in United States

EMPLOYMENT PROGRAM SPECIALIST - 40047087

Date:Jul 12, 2018

Location:ORLANDO, FL, US, 32809

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Requisition No: 40144

Agency: Economic Opportunity

Working Title: EMPLOYMENT PROGRAM SPECIALIST - 40047087

Position Number: 40047087

Salary: $38,659.92 - $70,824.79

Posting Closing Date: 07/19/2018

40144 -40(047087) – EMPLOYMENT PROGRAM SPECIALIST

JOB TYPE: (Full-time, Career Service)

POSITION LOCATION:(Orlando, FL)

www.floridajobs.org

PENDING RECLASSFICATION TO A GOVERNMENT OPERATIONS CONSULTANT II

OPEN/COMPETITIVE VACANCY

Multiple hires will be filled from this advertisement

The Florida Department of Economic Opportunity (DEO) promotes and facilitates economic, community and workforce development for all Floridians. DEO is working with our partners to implement policies that grow the number of jobs, businesses and tourists coming into the state. Our vision is for Florida to have the nation’s top performing economy and be recognized as the world’s best place to live, learn, play, work and do business.

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.

This is an analytical position requiring the monitoring and maintenance of performance within the DEO Reemployment Assistance (RA) Program Operation. The position requires use of the Workforce Management (WFM) applications involving reporting, scheduling, attendance, time-keeping records, call volume, and back office workload. The primary duty of the employee(s) in the position(s) allocated to this classification is to support all functions of this area of operation.

THE HIRED CANDIDATE WILL BE RESPONSIBLE FOR THE FOLLOWING

  • Create and maintain the forecasting in all capacities. Analyze and interpret past and current call-volume/back-office workload data to determine staffing needs, create and publish accurate schedules, and ensure service levels and customer satisfaction goals are met.

  • Handle agent profiles within WFM, inclusive of all WFM applicable areas to ensure daily service level objectives are met, including timely updates as needed.

  • Identify and measure key influences on call-volume and back-office workload to conduct independent and group analysis utilizing appropriate statistical methodology for continuous improvement.

  • Coordinate departmental schedules in conjunction with Leadership.

  • Generate reports and analyze call data to identify back-office workload trends in schedule and measure performance to understand business impact, correlations/discrepancies, and to propose changes/alternate solutions.

  • Monitor attendance using real-time and historical data. Maintain running report of attendance incidents and patterns as well as monitor and accurately maintaining the attendance record. Manages and updates changes to daily schedules to resolve short-term capacity issues, absenteeism and work queues, as well as technical and application issues. Communicates with Leadership regarding overtime (OT), voluntary time off (VTO), and off-phone activities with up-to-the-minute daily statistics.

  • Handle duties associated with the Workforce Management (WFM) Hotline; updating schedules and reports to reflect change in staffing. Prepares and distributes intraday reports on staff attendance as well as time and attendance reports to Leadership and other departments as requested.

  • Monitor statistics across various measures such as Call Volume, Service level, Average Handle Time (AHT), Average Speed Answered (ASA), Occupancy, Adherence, etc. and actively displays knowledge and understanding of these key performance indicators.

  • Establishing and facilitate meetings/trainings to communicate expectations and confirm business needs in area of expertise.

  • Maintain 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 program.

  • Performs other duties as requested.

RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED TO BE CONSIDERED FOR THIS POSITION. ANSWERS TO THE QUALIFYING QUESTIONS MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION.

YOU MUST HAVE THE FOLLOWING KNOWLEDGE, SKILLS AND ABILITIES

  • Knowledge of reemployment assistance law, rules, policies and procedures.

  • 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 develop training materials and train others.

  • Ability to work independently.

  • Ability to utilize problem-solving techniques.

  • 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.

  • Ability to travel.

  • Strong organizational, time management and multi-tasking skills.

  • Strong knowledge of MS Office Applications with emphasis in Excel.

  • Ability to work a variety of shifts (Morning, Mid-shift or Evenings), maintain dependability with adherence to company policies & procedures.

THIS POSITION HAS THE FOLLOWING JOB RELATED REQUIREMENTS

  • Duties and responsibilities of this position must be performed at the official work site of the Department.

ADDITIONAL INFORMATION

At DEO, we salute our heroes. We are honored to have the opportunity to support our nation’s veterans and their family members by encouraging them to apply for positions at DEO that fit their skill sets. Let DEO’s mission become yours.

This position’s advertisement may also be viewed by registering on the Employ Florida website athttp://www.employflorida.com/.

The Florida Department of Economic Opportunity 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.)

Equal Opportunity Officer, or the Director, Civil Rights Center:

  • Equal Opportunity Officer, Department of Economic Opportunity, Caldwell Building – MSC 150, 107 East Madison Street, Tallahassee, FL 32399-4129; or

  • Direct, Civil Rights Center (CRC), U.S. Department of Labor, 200 Constitution Avenue NW, Room N-4123, Washington, DC 20210.

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. 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. All documentation is due by the close of the vacancy announcement.

Nearest Major Market:Orlando