Job Description

Requisition No: 867497 

Agency: Department of Health

Working Title: GENERAL AND OPERATIONS MANAGER I - 64080461

 Pay Plan: SES

Position Number: 64080461 

Salary: $50,584.67 - $58,311.24 

Posting Closing Date: 01/07/2026 

Total Compensation Estimator 

Division of Medical Quality Assurance

Bureau of Operations

Licensure Support Services, Customer Contact Center

General and Operations Manager I – SES

Anticipated Vacancy

Open Competitive Opportunity

Are you a dynamic leader with a proven ability to prioritize, inspire, and deliver exceptional results? Do you value outstanding customer service and believe in building high-performing teams that support one another? Are urgency, empathy, and clear communication at the core of your leadership style?

If so, we want to hear from you! The Bureau of Operations, Licensure Support Services Unit’s Customer Contact Center is seeking a dedicated and driven General and Operations Manager I to lead our management team. This role offers the opportunity to shape a culture of excellence, foster collaboration, and ensure our team exceeds expectations while providing superior service to those we serve.

***ATTENTION CANDIDATES***

To be considered for a position with the Florida Department of Health, Division of Medical Quality Assurance, Bureau of Operations:

• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, duties, and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be clearly supported in your employment history. 

Your Specific Responsibilities:

This position spends the majority the time engaged in supervisory responsibilities. This includes communicating, motivating, training, and evaluating employees in addition to planning and directing employees’ work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensure proper coverage, and complete timesheets.

The incumbent in the position is directly engaged in the daily operations and planning the use of resources in our Centralized Call Center, responsible for fostering accountability, professional growth, and culture of continuous improvement. The incumbent ensures that the call center operates efficiently, and adapts to evolving demands, and consistently delivers high-quality customer service.

This position is responsible for the administration and management of the centralized call center within the Bureau of Operations in the Division of Medical Quality Assurance. The employee exercises independent judgment in formulating policies and procedures relative to communication services, training, and recruitment for the section ensuring consistency, compliance and efficiency across operations. The employee will be responsible and have oversight of training, development, and recruitment of all call center staff.

The incumbent selected for this position will lead policy development, streamline processes, and oversee training to ensure efficient licensure support. Drive team growth, foster leadership, and build a culture of accountability and excellence—while staying ahead of call center trends and best practices.

Directs the review of work processes of the section, and coordinates development and implementation of systems to meet the needs of customers more effectively and efficiently. Confers with personnel concerned to ensure successfully functioning of newly implemented systems or procedures.

Performs related work as required.

Required Knowledge, Skills, and Abilities:

• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to supervise managers and develop leadership potential.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals.
• Ability to establish and maintain effective working relationships with others.
• Experience at a management level in a customer contact center; experience supervising teams of call agent supervisors is highly preferred.
• Understanding of customer service in a high-volume, front-line customer contact center and the ability to resolve issues.

Minimum Qualifications:

• Two (2) years’ working in a structured Customer Contact Center.
• Two (2) years’ managing teams who provide customer service.
  • College education can substitute for the required experience on a year-for-year basis. 
• Demonstration of personal, professional development geared toward public administration, management and leadership.

Florida Department of Health Mission, Vision, and Values: 

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the  Healthiest  State in the Nation.

Values:

I  nnovation: We search for creative solutions and manage resources wisely.

C ollaboration: We use teamwork to achieve common goals & solve problems.

A ccountability: We perform with integrity & respect.

R esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work (Onsite Only):

Division of Medical Quality Assurance

Tallahassee, FL 32399

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 including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions

(For more information, please click );

• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, including monthly costs, visit  .

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website:  

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). 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. 

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country. 

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.

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