Company: State of Florida
Location: Orlando, FL
Job description: Requisition No: 836534Agency: CommerceWorking Title: 836534 – OPS GOVERNMENT OPERATIONS CONSULTANT II – 40099810Pay Plan: TempPosition Number: 40099810Salary: $22.47/hourPosting Closing Date: 09/06/2024Total Compensation EstimatorJOB TYPE: FULL TIME / OPS
POSITION LOCATION: Orlando, FL (relocation benefits are not available for this position)OPS Government Operations Consultant II
This position will be used for multiple vacancies.OPEN COMPETITIVETO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION.Your Specific Responsibilities:This is work responsible for forecasting future VOC (Voice of the Customer) needs for both contact centers and back-office operations to support customer experience interaction interface. This position will perform ongoing as well as ad-hoc data analysis, utilizing quantitative feedback techniques and algorithms primarily through our internal customer feedback channels. Analyze all data monitoring for trends in order to identify and catalogue areas for continual improvement. Actively display knowledge and understanding of key service performance metrics by continually reviewing current technologies and customer-experience of the centers to meet Service Levels (SLs) as it relates to Voice of the Customer (VOC) customer experience.
- Interfaces with multiple groups including, but not limited to, Operations, Leadership, Training, and Quality Assurance, to accurately collect, transcribe, categorize Voice of the Customer (internal and external) data and monitor for trends. Analyzes historical call volume, self-serve technology resources, projects budgetary expenses to ensure Reemployment Assistance meet performance goals.
- Researches via benchmarking against other UI programs, public agencies, and the private industry when applicable to continually update technology resources. Follows trends and researches into both current and emerging IVR/Web/Chatbot/Customer Service technologies for Leadership to view performance metrics.
- Identifies and measures customer feedback management on call volume and conducts independent and focus group analysis utilizing appropriate statistical methodology. Also, identifies and communicates areas for continual improvement of service levels and staffing models; recommend and initiate process improvements.
- Supports and manages IVR, website, RA Help Center, Pega applications, Chatbot and Reconnect customer interface interaction improvements. Designs and executes detailed project plans that track progress.
- Establishes and facilitates meetings/trainings to communicate expectations and confirm business needs in area of expertise. Creates and maintains presentations for all levels of Leadership. Coordinates departmental schedules in conjunction with Leadership including training and team meetings to maximize service levels and call effectiveness between the Customer Experience channels to ensure consistency across mediums.
- Conducts ongoing review and maintenance of content across all mediums. Be the go-to source for customer experience reporting and ad-hoc analysis for the Customer Experience metrics and trends of technology resources in a timely manner and recommends steps to improve the efficiency and effectiveness of the organization.
- Deliver reports and presentations, insights, and implications to leadership to inform decisions that improve customer experience.
- Proactively seeks opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience (meet objectives, including meeting expected service levels).
Required Knowledge, Skills, and Abilities:
- 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 Customer Experience program. Works closely with call center analytics, programming departments and other teams across the organization to provide support as related to VOC and overall enhanced customer service.
- Demonstrates professional behavior, teamwork, punctuality, ability to work a variety of shifts (Morning, Mid-shift or Evenings), determine work priorities, dependability, and adherence to company policies and procedures.
- Demonstrates the ability to adapt/openly, accepts change and constructive criticism, accepts accountability for decisions and actions, and ensures proper completion of work assignments.
- Demonstrates strong organization, time management and multi-tasking skills with a strong understanding of program requirements and compliance restraints (ADA, DOL, COM, etc.). Effectively utilizes MS Office with strong knowledge in Excel and PowerPoint.
- Knowledge of reemployment assistance law, rules, policies, and procedures.
- Knowledge of the methods of data collection and analysis.
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.
Preferred:
- Have at least 6 months of experience in Reemployment Assistance.
- Have experience with Adobe Suite products.
- Advance experience with Microsoft Suite.
Pay:$22.47 per hour.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.CareerSource Central Florida (CSCF) curates local talent for high demand industries, meeting local business needs and cultivating growth and prosperity for the Central Florida community. Whether through job placement, training and certification programs, or higher education, CSCF partners with Central Florida businesses, colleges, and universities to meet industry needs and connect career seekers with local opportunities.Let our mission become yours. To find out more about us, click on the link:The Work You Will Do:The OPS Government Operations II is a member of the Reemployment Assistance Customer Experience Team, of the Division of Workforce Services.This role of the OPS Government Operations II for the Customer Experience Team is to review and create the best user experience for Reemployment Assistance customers. This role will Create and maintain user-friendly, streamlined information through current technologies by relaying the voice of our customer, maintaining communication across all departments, vetting any changes, & regularly reviewing content for effectiveness. Building value by providing efficient, accurate, self-service channels for the Citizens of Florida.The Difference You Will Make: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 moniker “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. Central Florida sees around 60 million visitors a year who are all drawn by its family friendly atmosphere, amazing restaurants, I-Drive shopping and of course it’s world-famous theme parks Disney World, Universal Studios, Sea World. When not at the theme parks, you will find Orlando is home to several nature trails, nearby springs and over 100 lakes. 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)
- Ongoing comprehensive training provided
- Career Growth
- Highly skilled, professional environment
For a more complete list of benefits, visit .
- We care about the success of our employees.
- We are always improving our technology, our tools, our customer’s experiences, and ourselves.
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.Location:ORLANDO, FL, US, 32809
This job posting is for an OPS Government Operations Consultant II position with a salary of $22.47 per hour. The position is located in Orlando, FL and relocation benefits are not available. The responsibilities include forecasting future customer needs, analyzing data for trends, monitoring service performance metrics, and recommending process improvements. The ideal candidate should have knowledge of reemployment assistance law, data collection, and analysis methods. The job requires a Level 2 security background screening. Preferred qualifications include previous experience in reemployment assistance, Adobe Suite products, and advanced Microsoft Suite skills. The role is part of the Reemployment Assistance Customer Experience Team and will involve creating a user-friendly experience for customers. Orlando is described as a vibrant city with diverse attractions and job opportunities in various industries. Working for the State of Florida offers benefits such as state group insurance coverage, ongoing training, career growth opportunities, and a supportive work environment.
Marketing Automation Specialist
Location: Remote
Job Type: Full-time
Salary: Competitive
We are seeking a Marketing Automation Specialist to join our growing team. This individual will be responsible for the development, implementation, and management of our marketing automation platform. The ideal candidate will have experience in marketing automation tools such as HubSpot, Marketo, or Pardot, as well as a strong background in digital marketing.
Responsibilities:
– Develop and execute marketing automation campaigns to drive lead generation and customer engagement
– Build and maintain automated marketing workflows, triggers, and email campaigns
– Analyze campaign performance and provide recommendations for improvement
– Collaborate with cross-functional teams to ensure alignment of marketing automation efforts with overall marketing strategy
– Stay current on industry trends and best practices in marketing automation
Qualifications:
– Bachelor’s degree in Marketing, Communications, or related field
– 3+ years of experience in marketing automation or digital marketing
– Proficiency in marketing automation platforms such as HubSpot, Marketo, or Pardot
– Strong analytical skills and ability to interpret data to drive decision-making
– Excellent communication and organizational skills
If you are a results-driven marketing professional with a passion for automation, we want to hear from you. Apply now to join our dynamic team.
Expected salary: $22.47 per hour
Job date: Fri, 30 Aug 2024 03:42:10 GMT