EXECUTIVE II - CALL CENTER PROGRAM MANAGER

Job Requisition ID: 52431 Division/Section/Unit: Administrative Services / Constituent Customer Services / Call Center Program HR Tracking #: 37542 Position Title: Executive II Closing Date: 04/09/2026 ​Agency: Department of Financial and Professional Regulation Class Title: EXECUTIVE II - 13852 Skill Option: None Bilingual Option: Salary: Anticipated Starting Salary $6,589 a month; Full Range $6,589 -$9,541 a month Job Type: Salaried Category: Full Time County: Sangamon Number of Vacancies: 1 Bargaining Unit Code: RC062 Technical Employees, AFSCME Merit Comp Code: This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position. All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal. Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered. Why Work for Illinois? Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home. No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois. Position Overview Serves as the agency’s Call Center Program Manager. Evaluates program activities. Serves as spokesperson behalf of the Constituent Customer Services Manager and the Department. Leads and oversees the execution of Call Center staff and material modifications. Drafts and submits budgets and procurements in relation to the Call Center operations to the manager for incorporation into final submissions. Provides accurate and timely responses to internal and external audit requests on all audits for the Department’s Call Center operations. State of Illinois Benefits • Health, Life, vision, and dental insurance • 12 weeks paid maternity/paternity leave • Pension Plan – Vesting at 10 years for Tier II • Full 20-year retirement awards free health insurance during retirement • Deferred compensation and other pre-tax benefits programs • Paid state holidays, 12-14 days annually • 3 paid Personal Business Days annually • 12 Paid Sick Days annually (Sick days carry over year to year) • 10-25 Days of Paid Vacation time annually (10 days in year one of employment) • Personal, sick, and vacation rates modified for 12 hour work schedules (as applicable) • Employee Assistance Program and/or mental health resources • For more information about our benefits please follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx Essential Functions Serves as the agency’s Call Center Program Manager; plans, directs, implements, organizes, monitors, controls, and implements the Department’s Call Center liaison functions. Evaluates program activities; collaborates with Department staff having calls handled by the Call Center and develops new processes and procedures to enhance effectiveness and quality of the Call Center operations. Serves as spokesperson on behalf of the Constituent Customer Services Manager and the Department to all internal and external entities including the Governor’s Office, the Legislature, the Office of Management and Budget, vendors, contractors, public, private and federal officials regarding Call Center operations. Leads and oversees the execution of Call Center staff and material modifications, ensuring access to Department and state systems and information is appropriately applied in a timely manner. Drafts and submits budgets and procurements in relation to the Call Center operations to the manager for incorporation into final submissions. Provides accurate and timely responses to internal and external audit requests on all audits for the Department’s Call Center operations. Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above. Specialized Skills Requires two years of experience operating ILES, CORE, and/or similar private sector experience Requires two years of experience conducting customer service by 1) phone, 2) email, and 3) in-person. Requires two years of experience working in call-center operations and/or administration. Requires two years of experience serving as a spokesperson on behalf of a governmental organization or similar private sector experience Requires two years of experience in heavy use, navigation, and modifying Microsoft Excel. Requires two years of experience in governmental budgeting, procurement or similar private sector experience. Requires two years of experience reviewing licensing applications and determining eligibility based on predetermined criteria/rules. Minimum Qualifications Requires knowledge, skill and mental development equivalent to completion of four years of college, preferably with courses in business or public administration. Requires two years of responsible administrative experience in a public or business organization. Preferred Qualifications Prefers two years of experience operating ILES, CORE, and/or similar government professional licensing software. Prefers two years of experience conducting customer service by 1) phone, 2) email, and 3) in-person. Prefers two years of experience working in call-center operations and/or administration. Prefers two years of experience serving as a spokesperson on behalf of a governmental organization. Prefers two years of experience in heavy use, navigation, and modifying Microsoft Excel or similar systems. Prefers two years of experience in governmental budgeting or procurement. Prefers two years of experience reviewing licensing applications and determining eligibility based on predetermined criteria/rules. Conditions of Employment Requires completion of a background check and self-disclosure of criminal history. Requires the ability to travel in the performance of duties. The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description Agency Statement IDFPR is a regulatory licensing and enforcement agency that protects the residents of Illinois, ensures the safety and soundness of financial institutions, ensures that competent professionals are licensed to provide services to the public, and enhances commerce in the state for the benefit of all its residents. Work Hours: Monday - Friday 8:30 am - 5:00 pm Headquarter Location: 320 W Washington St, Springfield, Illinois, 62767 Work County: Agency Contact: FPR.Employment@illinois.gov Posting Group: Leadership & Management This position DOES contain “Specialized Skills” (as that term is used in CBAs). APPLICATION INSTRUCTIONS Use the “Apply” button at the top right or bottom right of this posting to begin the application process. If you are not already signed in, you will be prompted to do so. State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon. Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account. If you have questions about how to apply, please see the following resources: State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website. The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: donotreply@SIL-P1.ns2cloud.com systems@SIL-P1.ns2cloud.com