Customer Contact Center Supervisor

Title: Customer Contact Center Supervisor

State Role Title: Program Administration Specialist I / 19211

Hiring Range: $45,000 - $55,000 annually

Pay Band: 4

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://www.vec.virginia.gov/

Recruitment Type: Agency Employee Only - A

Job Duties

** This is an onsite position that reports to the Customer Contact Center located at 1028 Sykes Boulevard, Vansant VA. This is not a remote work position.**

Ensures the Customer Contact Centers operate efficiently and effectively to support agency operations and respond timely and professionally to inquiries.

Ensures staff are effectively trained and appropriately equipped to address various claim types; understand business functions (fraud, overpayment, benefit payment and control, and other business units).

Monitors call volume and trends to affectively direct staff.

Minimum Qualifications

Knowledge of claims processing and adjudication procedures and practices; management principles and practices; telephone etiquette; and technology applications.

Strong oral and written communication, interpersonal, supervisory, organizational, problem solving, and customer service skills.

Demonstrated ability to coach, supervise and develop staff; analyze volume trends, monitor workflow, and adjust staffing levels to meet business needs; handle escalated customer service calls; and interact effectively with management, technical and non-technical staff, employers, claimants, and the general public.

Additional Considerations

Education, training, and/or experience related to public or business administration, risk management, and/or other related field.

Knowledge of laws, rules, and regulations affecting Unemployment Compensation as governed by the Virginia Unemployment Compensation Act and Department of Labor.

Experience working in a high-volume call center environment.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Diversity and inclusivity are at the heart of what we do in Virginia, and the VEC is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.

The Virginia Employment Commission Is an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.

Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.

Applications are not accepted after the recruitment closing date.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.

This website will provide a confirmation of receipt when the application is submitted for consideration.

For the status of your application and this position, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.

Auxiliary Aids and Services are available upon request to individuals with disabilities.
Applicants needing accommodations should contact the Human Resource office for additional information.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

NOTICE: VEC will record information from each n