Contact Center Supervisor - Boston

Contact Center Supervisor - Boston

The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job. The Contact Center Supervisor is the first line expert in the areas of State and Federal Unemployment (UI) laws, rules, regulations, policies, and procedures for the filing of claims for unemployment insurance benefits. The Contact Center Supervisor provides technical assistance and training to staff on all aspects of the claims taking process thereby ensuring that staff have an adequate and current understanding of laws, regulations, policies, and procedures. The Contact Center Supervisor evaluates work product through the review of automated data, the monitoring of phone calls for quality control, and the review of written determinations and calculations of wages and benefits. The Contact Center Supervisor coordinates and monitors assigned program activities; reviews and analyzes data concerning agency progress; provides technical assistance and advice to agency personnel and others; responds to inquiries; maintains liaisons with various agencies; oversees a team of front-line staff and performs related work as required. The Contact Center Supervisor directly supervises staff responsible for interviewing customers requesting UI services to obtain, record and input data required to determine eligibility for programs and services; determine eligibility for benefits in disputed claims after gathering necessary information, and issue timely notices of such determinations. The Supervisor will conduct performance evaluations on staff and work with individual staff on increasing content, knowledge, and skill. Fluency in both reading, writing, and speaking a language other than English is highly desired. Preferred Qualifications : Knowledge of MGL Chapter 151A. In depth knowledge of the UI Contact Center environment and the process for taking, filing and adjudicating customer unemployment claims. Ability to effectively manage and supervise a team. Ability to motivate and lead staff in the accomplishment of agency priorities and goals. The individual selected for this position is required to work in-office three days per week. Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division's recruiting guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will be utilized for placement within the salary range. First consideration will be given to those applicants that apply within the first 14 days. Minimum entrance requirements : Applicants must have at least four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and / or program analysis, and of which at least one year must have been in a supervisory capacity, or any equivalent combination of the required experience and the substitutions below. Substitutions : A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required experience. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience. Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. Note : No substitutions will be permitted for the required experience.

Comprehensive Benefits When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.