Quality and Training Coordinator

Broward County, Florida
$59,065.96 - $94,270.74 Annually
medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, sick time, retirement plan
United States, Florida, Fort Lauderdale
115 South Andrews Avenue (Show on map)
April 24, 2024
REQUIREMENTS AND PREFERENCES =The Broward County Board of County Commissioners is seeking qualified candidates for Program/Project Coordinator. Are you looking for an exciting opportunity to help serve your community? The Broward County Call Center has an opening for a Quality and Training Coordinator. Under the auspices of the Office of Public Communications, this position is responsible for ensuring Call Center Specialists consistently deliver the highest quality customer service in a professional, courteous manner. The successful candidate will spearhead the quality assurance program within the department, identify areas where improvements can be made, and develop and deliver training courses tailored to deliver results. Additionally, this position is responsible for updating and maintaining the department CRM and knowledge base. The Call Center also functions as an Emergency Hotline during activations of the Broward County Emergency Operations Center (EOC), providing public safety information to callers in emergency situations. Emergency situations may require extended shifts in a stressful environment. Previous experience designing and delivering training and development programs and/or managing a quality assurance program a must. Previous supervisory experience preferred. The ability to speak Spanish and/or French is a plus. General Description Manages and coordinates, with considerable independence, all activities of a particular program/project within a section or agency. Works under general supervision, independently developing work methods and sequences. Minimum Education and Experience Requirements Requires a Bachelor's degree from an accredited college or university with major coursework in business, public administration or a closely related field. (One year of relevant experience may be substituted for each year of required education.) Requires two (2) years of experience in a staff or administrative capacity managing special projects, programs or business operations related to quality assurance and/or training and development. Special Certifications and Licenses Required Must possess and maintain a valid Florida Class E driver's license based on area of assignment. Preferences Master's Degree Train the Trainer Certified Lean Six Sigma Certification PMP or other project management certification Ability to speak, read and/or write Spanish and/or French fluently at time of application. Experience in a call center environment. Experience customer service relationship management (CRM) system. DUTIES AND RESPONSIBILITIES The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary. Coordinates and manages all aspects of a large program or project within an agency. Plans, develops, authorizes, implements, supervises and evaluates programs/projects, activities and services; facilitates inclusion, prepares reports, and analyzes and interprets data. Develops policies, procedures and guidelines related to programs/projects and services. Promotes and assesses agency programs and services; cooperatively plans and implements programs and community-wide special events. Implements funding opportunities, including advertising and marketing, and researches potential grant opportunities; develops grant proposals to secure funding from federal, state, local, and/or private sources; oversees the coordination, preparation, and submission of grants to ensure compliance with established Broward County policies and procedures; manages and tracks grant budgets. Develops personnel cap based on recommended budget for approval by the Board; implements all position additions, deletions, changes, reorganizations and transfers approved in the adopted budget. Reviews position changes and transfers requested by other County agencies prior to implementing change to ensure compliance with adopted personnel cap; incorporates changes to the cap approved by the Board throughout the year. May perform quality control checks on operating and budget documents to ensure accuracy, creates and modifies PowerPoint presentations for agency communication, creates core budget development support documents. Monitors and supervises maintenance of project records and documentation. Acts as administrative liaison among various County operational and administrative functions related to assigned programs and projects. Conducts special studies in conjunction with a project, analyzes data, and makes recommendations based upon studies. Creates and maintains performance/production reports (spreadsheets). This includes monthly productivity reports which provide monthly statistics for transactions processed and revenue generated. Communicates key procedural changes to staff and management. Performs related work as assigned. WORK ENVIRONMENT Physical Demands Physical demands refer to the requirements for physical exertion and coordination of limb and body movement. Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations. Unavoidable Hazards (Work Environment) Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken. Involves routine and frequent exposure to traffic; moving machinery. SPECIAL INFORMATION Competencies Decision Quality Makes good and timely decisions that keep the organization moving forward. Consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement. Plans and Aligns Plans and prioritizes work to meet commitments aligned with organizational goals. Stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans. Optimizes Work Processes Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Pays close attention to a variety of metrics and benchmarks; determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur. Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding. Situational Adaptability Adapts approach and demeanor in real time to match the shifting demands of different situations. Sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations. County Core Values All Broward County employees strive to demonstrate the County's four core behavioral competencies. Collaborates: Building partnerships and working collaboratively with others to meet shared objectives. Customer focus: Building strong customer relationships and delivering customer-centric solutions. Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity. Values differences: Recognizing the value that different perspectives and cultures bring to an organization. Americans with Disabilities Act (ADA) Compliance Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request. Emergency Management Responsibilities Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned. County-wide Employee Responsibilities All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies. All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.