Trainer Administrator

Requisition No: 844558

Agency: Management Services

Working Title: TRAINER ADMINISTRATOR -

Pay Plan: SES

Position Number:

Salary: $62,386.31 - $67,470.52

Posting Closing Date: 01/23/2025

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Trainer Administrator

Division of Retirement

State of Florida Department of Management Services

This position is located in Tallahassee, FL

Position Overview and Responsibilities:

This is a highly responsible position requiring excellent supervisory, administrative and customer service skills. The incumbent is responsible for supervision of the Training section staff; managing the training in the Bureau of Contact Center; and ensuring the accomplishment of training goals and objectives.

This position effectively supervises performance of direct reports to ensure division and agency performance goals are met or exceeded and complies with the Department's employment policies and procedures and the State's statutes and rules.
•  Supervision - assigns balanced workloads; ensures quality of work and that deadlines are met; monitors productivity, attendance, and professionalism in the workplace.
•  Directing Leadership - sets challenging goals; delegates and coordinates effectively; promotes innovation in achieving goals; sets examples for subordinates.
•  Training - identifies performance gaps and coordinates with the Contact Center Chief to ensure training needs are met.
•  Managing Change - initiates change effectively and adapt to necessary changes in operations; motivates employees to have positive attitude towards operational changes.
•  Performance Appraisal/Feedback - effectively evaluates subordinates; encourages and initiates regular discussion of performance with subordinates; takes appropriate and timely action with marginal or failing performers; recognizes and rewards good performance.
•  Discipline Administration - uses progressive and corrective discipline to improve performance/behavioral problems. This position manages the Bureau of Contact Center's Training section.
•  This is a highly complex, technical, high-paced work environment which requires the close supervision of multiple employees in various positions from interns, part time OPS employees up to and including Analyst II employees.
•  The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 175, 185, 238, 250, and 321, and all administrative rules, policies, and procedures developed pursuant to such laws. The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.
•  Measuring, reviewing and scoring direct reports' job performance. This is done by meeting one-on-one with each direct report on a regular basis to review the statistical data generated by the phone system software reports on their performance. This includes reviewing their attendance, areas of improvement, short and long-term goals, strengths and weaknesses, and how they are measuring up to their SMART expectations. Also explains what will happen if improvements are not made. All the information discussed is documented and a copy is given to the employee.
•  Work closely with the contact center team and creates a positive, motivating work environment where each employee has the tools, training, and desire to meet or exceed their SMART expectations. How well each employee in the contact center performs has an overall impact on the performance of the contact center, the Division's performance and customer satisfaction.
•  Bring innovative ideas and concepts forward to leadership to ensure that we are always being intellectually curious when completing our daily tasks.
•  Find ways to create cost savings within DMS projects or across the statewide enterprise so that we implement the Governor's charge of creating a better government, not a bigger government.
•  Instruct contact center employees in groups and one-on-one using the three main types of learning styles: auditory, visual, and kinesthetic. This includes but is not limited to:
•  Train new and existing employees on basic retirement knowledge in the following subjects: Adding members and beneficiaries to the retired payroll, insurance premium and federal tax withholding, direct deposit, and the Retiree Health Insurance Subsidy benefit; DROP termination and refund of employee contributions; Survivor Benefits; Disability Benefits; and Calculation of member estimates, employee contributions, total service credit, and purchase of optional service.
•  Train new and existing employees on software and hardware, to include IRIS, Microsoft CRM, Avaya EMC, Avaya Wallboard, Avaya Agent Scheduler, People First, Retirement's Knowledgebase, Retirement's website, FRS Online, the Contact Center's "CC Info Hub" network folder, Share Point sites, phone equipment, headsets, Right Fax, and any other hardware and/or software Contact Center employees will use to perform their job duties.
•  Train new and existing employees on proper phone etiquette, best practices in customer service, and handling difficult customers.
•  Create and update training materials in an efficient and easy-to-understand format and store the materials in the proper location. This includes working with the Knowledgebase committee when updates or corrections are identified and keeping the "CC Info Hub" network folder updated in an accurate and timely manner.
•  Work closely with Contact Center management to offer solutions for increasing productivity and training opportunities.
•  Attend Contact Center manager meetings, bureau meetings, and some Knowledgebase committee meetings to keep up to date on policy changes within the division and share this information with the Contact Center as necessary.
•  In conjunction with Contact Center Management, use call recordings and information provided by Retirement's program areas to analyze the additional training needs of Contact Center employees. Work with Contact Center management in assisting Contact Center employees in meeting group and individual goals and expectations. Complete Contact Center employee comment logs with information regarding completed training opportunities.
•  Serve as LMS Administrator for the Division of Retirement. The Difference You Will Make:

You will be an integral part of the retirement team by helping to fulfil the division's mission of providing accurate and timely information to assist customers in making informed retirement decisions while ensuring fiscal integrity of retirement funds.

How You Will Grow:

DMS encourages its employees to constantly innovate and seek efficiencies. Our four pillars are expectations for all our workforce, 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 quickly.

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. Our staff enjoys top tier benefit offerings including comprehensive health coverage, annual and sick leave benefits, and retirement plan options, including the FRS Pension Plan and the FRS Investment Plan. To learn what the State can offer you and your family, please visit the MyBenefits website.

As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems.

Knowledge, Skills, and Abilities :
•  Ability to supervise people; determine work priorities
•  Knowledge of FRS statues and rules. Ability to understand and apply applicable rules, regulations, policies, and procedures relating to retirement programs.
•  Knowledge of the principles and techniques of effective communication.
•  Knowledge of Contact Center software.
•  Communicating effectively with others in writing.
•  Identifying the nature of problems and recommending solutions.
•  Knowledge of policies and practices involved in personnel and human resource procedures.
•  Knowledge of principles and processes involved in business and organizational management. This includes strategic planning, resource allocation, leadership techniques and organizational change management.
•  Ability to organize data into logical format for presentation in reports, documents, and other written materials.
•  Ability to utilize problem solving techniques.
•  Ability to plan, organize and coordinate work assignments.
•  Using logic and analysis to identify the strengths and weaknesses of different approaches.
•  Ability to work independently and as a team.
•  Ability to establish and maintain effective working relationships with others.
•  Honest, loyal, teamwork oriented, great communication skills, a positive attitude and perception and professional respect for teammates.
•  Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork. Minimum Qualifications:
•  A bachelor's degree from a college or university and 3 years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work . click apply for full job details