Customer Contact Center Senior Specialist

Title: Customer Contact Center Senior Specialist

State Role Title: Prog Admin Specialist I

Hiring Range: $46,000 - $48,000 annually

Pay Band: 4

Agency: Virginia Employment Commission

Location: VANSANT CCC

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

Recruitment Type: State Employee Only - E

**This posting is open to current employees of the Commonwealth of Virginia. Contract employees are ineligible.**

Job Duties

Working in a high‑volume contact center, the Senior Specialist serves as a technical lead and first point of escalation for complex claimant/employer inquiries. The role:

Responds professionally and efficiently to phone, email, and work items, ensuring accurate and timely claims intake and backend processing in compliance with UI laws and agency policies.

Leads daily workflow (non‑supervisory), conducts quality audits, delivers refresher training, and coaches staff to meet performance standards.

Coordinates with the Supervisor to identify trends, risks, and process improvements that improve customer outcomes and operational efficiency.

Supports adjudication by obtaining required statements and documentation during calls, enabling timely issue resolution.

And provides input to the Supervisor on performance, and may act in a limited capacity when the Supervisor is absent (for example, coordinate real‑time staff placement in queues, adjust in‑shift schedules or breaks for coverage, conduct daily huddles, communicate updates and reminders, monitor adherence and quality, and escalate formal performance concerns or policy issues to the Supervisor/Manager).

Minimum Qualifications

Extensive knowledge of UI claims processing, call center operations, and agency policies; proficient with CCC call systems and UI platforms.

De‑escalation and conflict resolution expertise; ability to handle complex, sensitive interactions professionally.

Quality auditing skills; ability to review calls/work items, analyze trends, and provide actionable feedback.

Training delivery & coaching: Ability to design and deliver training, and to mentor new hires and underperforming staff to standards.

Strong customer service, oral/written communication, interpersonal, and organization skills.

Data entry accuracy, and attention to detail.

Ability to interpret/apply program standards and relevant laws; maintain confidentiality and FTI compliance; work effectively in a tightly scheduled, metrics‑driven environment.

Additional Considerations

Knowledge of the UI Benefits program and adjudication support processes.

Experience in a high‑volume contact center as a lead with responsibilities for coaching, quality reviews, training facilitation, and/or claims processing.

Proficiency with basic data analysis (e.g., spreadsheets/dashboards) for trend reporting.

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