State of Florida · 1 week ago
RESEARCH & TRAINING SPECIALIST - SES - 79010019
Tallahassee, FL
Part-time
Onsite
Mid LevelThe State of Florida is seeking a Research & Training Specialist to support the Division of Service Operations. The role involves analyzing, designing, developing, implementing, and conducting training programs related to customer service and the Customer Contact Center's best practices.
Government Administration
No H1B
U.S. Citizen Only
Responsibilities
Performs all required tasks related to the supervision of employees, including approval of attendance and leave, approves and submits timesheets no later than close of business day at the end of the pay period, evaluating employee performance (preparing performance plans, performance evaluations, and position descriptions, etc.), recruitment and selection, administering discipline if needed, employee development, and other supervisory related duties. Plans work flow and objectives and establishes deadlines. Provides appropriate motivation to employees and meets with staff regularly
The incumbent in this position analyzes, designs, develops, implements and conducts training programs specifically relating to customer service, Customer Contact Center (CCC) best practices, CCC systems, Departments license database, document imaging, system and associated software programs and the training needs of the Bureau in all areas of function
Delivers and coordinates systems related classroom instruction to CCC employees. Conducts instructional design research during the development of training curricula. Performs special training related projects that may be required. Special training related duties may include acquiring and assembling materials, classroom set up, student support during training sessions and opening and closing courses. Maintains employee training records
Consults with the Bureau Chief, Training Manager, and unit leaders to compile and maintain knowledge base materials and technical information for developing goals and objectives for training courses. Compiles statistical research data relative to training and prepares reports as needed
Determines training needs by consulting with the employees and/or supervisors as needed, and through annual training needs assessment. Coordinates the annual training needs assessment and develops the annual training course catalogue. Develops and maintains the CCC best practices manual
Handles escalated customer issues including those brought forth by CCC management staff or the Secretary's office. Ensures timely assignment and handling of DSO Referral Priorities
Qualification
Required
Must have experience in curriculum design, lesson plan and training development as well as classroom training and facilitation
Must be proficient with Microsoft products including Excel, Power Point and Word
Ability to independently develop lesson plans
Ability to effectively present training material to large groups
Ability to plan, organize, and coordinate work assignments
Ability to compile and analyze data
Ability to communicate effectively
Ability to work independently
Ability to multi-task when there are competing demands
Benefits
State of Florida retirement package: 3% employee contribution required.
Nine annual paid holidays and one personal holiday
Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida
Ability to earn up to 104 hours of paid sick leave annually.
The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
The State of Florida provides a $25,000 life insurance policy to eligible employees.
Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
Tax deferred medical and childcare reimbursement accounts are available.
Tuition waiver program to attend an approved State of Florida College or University
Company
State of Florida
The State of Florida is an online telephone and email directory for state government agencies and employees in Florida.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Richard Herstein, MD, MHA, MBA
Chief Hospital Administrator (CEO) and Chief Medical Officer (CMO)
Jimmy Patronis
Chief Financial Officer
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