Job Description
Salary: $75,579.37 - $120,624.62 Annually
Location : Plantation, FL
Job Type: Full-Time
Job Number: 1414039
Department: Transp Adm Cust Rel C Svc
Opening Date: 12/05/2025
Closing Date: 12/12/2025 5:00 PM Eastern
Veterans' Preference Notice: Under Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.
International Degree Verification: International degrees must be evaluated by an approved member of the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE) Candidates are responsible for all evaluation expenses. Completed evaluations do not guarantee employment and are subject to approval by Broward County Human Resources.
REQUIREMENTS AND PREFERENCES Benefits of Broward County Employment High Deductible Health Plan - Bi-Weekly Premiums: Single $10.90 / Family $80.79
Includes a County-Funded Health Savings Account up to $2,000 Annually
Consumer Driven Health Plan - Bi-Weekly Premiums: Single $82.58 / Family $286.79
Florida Retirement System (FRS) - Pension or Investment Plan 457 Deferred Compensation 2026 maximum county match is $2,000
Eleven (11) paid holidays each year
Vacation (Paid Time Off) = 2 Weeks per year
Up to 40 hours of Job Basis Leave for Eligible Positions
Tuition Reimbursement (Up to $2,000 annually)
Paid Parental Leave
THIS JOB ANNOUNCEMENT TO REMAIN POSTED UNTIL A SUFFICIENT NUMBER OF QUALIFIED APPLICATIONS ARE RECEIVED AND MAY CLOSE AT ANY TIME. The Broward County Board of County Commissioners, Transportation Department is seeking qualified candidates for Program/Project Coordinator, Senior (Transit Call Center Customer Service Supervisor) in the Customer Experience Division.
The Program / Project Coordinator, Senior (Transit Call Center Customer Service Supervisor) oversees and coordinates major customer service initiatives and operational projects within the Transportation Department's Call Center. This position ensures the smooth operation of customer contact functions that support riders via phone, email, chat, and digital channels. The role focuses on improving service delivery, optimizing call center performance, coordinating technology and process improvements, and ensuring a positive customer experience across all transit modes (bus, rail, paratransit, microtransit, etc.).
General Description Administers large-scale programs and/or projects that have County-wide impact.
Works independently, under limited supervision, reporting major activities through periodic meetings.
Minimum Education and Experience Requirements Requires a Bachelor's degree from an accredited college or university with major coursework in business, public administration, or closely related field.
(One year of relevant experience may be substituted for each year of the required education.)
Requires four (4) years experience in staff or administrative capacity managing special projects, programs, or business operations in Marketing, Customer Relations, Customer Service or closely related experience.
Other Necessary Requirements Requires availability to work various shifts (days, nights, weekends, holidays) to support continuous 24/7 operations.
Requires working at multiple work locations based on operational need.
Special Certifications & Licenses Required Must possess and maintain a valid Florida Driver's License for duration of appointment.
Preferences Master's Degree in a field of study closely related to area of assignment
Certification in Public Relations
4+ years experience in local government, or customer service call center
2+ years experience in public communications and outreach programs, PeopleSoft, Kronos, or Microsoft Suite
2+ years experience in Inventory Processing
2+ years experience in FMLA, or Payroll Processing
2+ years experience working in a Bargaining Union environment
2+ years experience in Emergency Operations and Disaster Planning
Bilingual (English, Spanish, Creole)
Customer Service and Call Center Management Certification
SCOPE OF WORK 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. Supervises, coaches, and provides leadership to subordinate staff, including other supervisors and front-line Customer Service Representatives.
Manages all facets of the employee lifecycle, including recruitment, onboarding, training, performance management, and labor relations, fostering a positive and productive work environment.
Reviews schedules, approves time and attendance, and manages payroll processes for the team.
Oversees management of operations for the Call Center and remote Customer Service Representatives at bus terminals. Develops, implements, and enforces standard operating procedures (SOPs) relevant to
customer service operations and staff responsibilities.
Ensures adherence to all established policies, programs, cash handling protocols, and safety procedures.
Manages the Lost and Found program, ensuring compliance with established procedures by all representatives.
Maintains readiness to respond to and manage emergency situations, communicating effectively with staff and management.
Tracks and analyzes key performance indicators (KPIs) and statistical data for the Customer Call Center, identifying trends and recommending operational improvements.
Produces statistical reports related to performance metrics, project reviews (e.g., Triennial Review preparation), and tracking outstanding issues.
Implements quality control measures for bus pass sales programs, inventory processing, cashier operations, and cash handling procedures.
Serves as Transportation Department HASTUS liaison overseeing the timely resolution of all HASTUS-related inquiries and comments. Tracks progress, analyzes trends, and reports findings for departmental review.
Troubleshoots, follows up, and reports escalated customer concerns, including high-level complaints directed to Commissioners and the Agency Director.
Works collaboratively with related divisions to solve complex customer complaints and provides comprehensive information.
Develops and implements strategic goals and objectives for the call center operations.
Maintains and updates spreadsheets and databases, providing insightful data analysis and recommendations for improvement.
Participates in public speaking, public communication efforts, and community outreach programs as a representative of the department.
Stays abreast of industry trends and best practices to enhance customer experience.
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 exposureto extreme noise levels; animals/wildlife.
SPECIAL INFORMATION Competencies Interprets and applies key financial indicators to make better business decisions. Provides rich and rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations.
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Offers penetrating questions to help others get to the heart of complex situations and find strong solutions. Uses a range of inputs to fully understand and solve problems.
Anticipates and balances the needs of multiple stakeholders. Shares stakeholder feedback while inspiring others to consistently seek input and learn from their internal and external stakeholders. Promotes an environment of high ethical standards and cross-cultural sensitivity in working with all stakeholders.
Seeing ahead to future possibilities and translating them into breakthrough strategies. Keeps up to date on current and future industry trends and market forces and considers these when making decisions. Clearly identifies and prioritizes efforts and initiatives to have the greatest strategic impact on the organization.
Plans and prioritizes work to meet commitments aligned with organizational goals. Makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.
Holds self and others accountable to meet commitments. Helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.
- Drives Vision and Purpose
Paints a compelling picture of the vision and strategy that motivates others to action. Makes the vision real for others and encourages people to buy in; paints an engaging and illuminating picture of future possibilities for the team. Gives people an understanding of how their efforts and contributions make a positive difference.
Adapts approach and demeanor in real time to match the shifting demands of different situations. Is a powerful role model for adaptability; adeptly shifts approach and helps others do the same. Can be both persistent and flexible, as needed. Helps others adapt swiftly to new 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.
Countywide 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.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount.
01
The information referenced in your online application is used to determine your qualification in meeting the minimum requirement of the position for which you are applying. For example, if you list that you have six years of experience in a certain field, that experience must be easily identifiable in the "Work Experience" section of your application. Please ensure that you complete the application in its entirety and include all the information you want to be considered. If the experience you reference in the supplemental questionnaire is not clearly included and described in your "Work Experience" section, your application will be considered not qualified for this position, consequently, you may be removed from consideration. Please check the box below to acknowledge that you have read this message.
02
What is the highest level of degree from an accredited college or university you have obtained with a major course in business, public, administration or closely related field?
- No Degree
- Associate Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
03
How many years of experience do you have in staff or administrative capacity managing special projects, programs, or business operations in Marketing, Customer Relations, Customer Service, or closely related experience?
- Less than 4 years
- 4 - 5 years
- 6 - 7 years
- 8 or more years
04
Select all that you possess from the list below:
- Master's Degree from an accredited college in a field of study related to area of assignment
- Certification in Public Relations
- 4+ years experience in local government or a customer service call center
- 2+ years experience in public communications and outreach programs, Peoplesoft, Kronos, or Microsoft Suite
- 2+ years experience in Inventory Processing
- 2+ years experience in FMLA or Payroll Processing
- 2+ years experience working in a Bargaining Union environment
- 2+ years experience in Emergency Operations and Disaster Planning
- Bilingual (English, Spanish, Creole)
- Customer Service and Call Center Management Certification
05
Will you possess a valid Florida Driver's License at the time of hire?
06
How many years of lead work/supervisory experience do you possess in a customer service environment? Tell us about your role and how many people did you supervise.
07
This role requires availability to work various shifts (days, nights, weekends, holidays) to support continuous 24/7 operations. Are you able to work a flexible schedule to meet this requirement?
08
This position requires driving to work at multiple work locations based on operational need. Are you able to meet this requirement?
09
Describe your supervisory/management experience for each of the following areas: Monitering Employee Attendance, Creating Work Schedules, Performance Evaluations, Training Employees, Employee Recruitment, and Employee Discipline.
Required Question
Job Tags
Full time, Part time, Work experience placement, Local area, Remote work, Flexible hours, Shift work, Night shift, Weekend work,