FAMLI Contact Center Supervisor

HIS POSITION IS OPEN TO CURRENT RESIDENTS OF COLORADO ONLY

THIS ANNOUNCEMENT WILL REMAIN OPEN UNTIL 

5:00 PM ON WEDNESDAY FEBRUARY 12, 2025

The Department of Labor and Employment keeps Colorado strong and competitive. We connect workers with great jobs  and assist those who have been injured on the job. We help people who are unemployed through no fault of their own by providing temporary wage replacement and we ensure fair labor practices. We provide an up-to-date and accurate picture of the economy that helps in decision making. And we protect the workplace – and Colorado communities – with a variety of consumer protection and safety programs.

This is a values-driven organization, committed to accountability, agility, collaboration, and respect. We believe in outstanding customer service, an inclusive culture, continued process improvement and in our role as a trusted and strategic partner. Recognizing that knowledgeable employees drive our success, we are seeking dedicated individuals who exhibit our shared values and our passion for quality and excellence in all we do.

 

In addition to rewarding and meaningful work, we offer excellent benefits:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans 

• Medical and dental health plans

• Employer supplemented Health Savings Account

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year plus vacation and sick leave

• BenefitHub state employee discount program

• MotivateMe employee wellness program

• Excellent work-life programs, such as flexible schedules, training and more

• Access to participate in employer-supported employee affinity spaces

• RTD EcoPass Commuter Program

• Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs

Our agency website: Colorado Department of Labor and Employment

CDLE has implemented a pilot program on March 1st, 2022 which will award Disability Hiring Preference Points similar to the Veterans’ Preference Points program. During your application process you will be asked if you would like to be considered for either of these programs for additional points in the hiring process. To learn more about Disability Hiring Preference and what will be required to participate, please visit our website: https://sites.google.com/state.co.us/disability-hiring-preference/home

PLEASE NOTE: With the beginning of this program, CDLE will no longer accept attachments of any kind with applications. Please be as thorough as possible in documenting your education and work history in the application system. Attachments will not be accepted or considered during any phase of the hiring process including minimum qualification screening, comparative analysis, or interviews.

The salary range for this position is:
$35.41 - $48.85 Hourly
$2,832.92 - $3,908.31 Biweekly
$6,138.00 - $8,468.00 Monthly
$73,656.00 - $101,616.00 Annually 

The purpose of this position is to create a work environment that encourages successful customer interactions, a ‘culture of care’, high performance and provides guidance and assistance in the new Family and Medical Leave Insurance division. Is assigned to the FAMLI Customer Contact Center. This role is the first-line supervisor who exercises independent judgment in directing work assignments, and monitoring and evaluating employee performance of CCC agents with the support of the CCC Manager. This
position manages productivity, timeliness and quality, and is responsible for the work unit’s performance outcomes. Serves as a content knowledge resource for agents responding to contacts regarding FAMLI program Employer Premiums and is expected to be available for those requesting to speak with the next level of oversight.

This position serves as a content knowledge resource for the work unit, peers and management by answering complex policy and process questions, recommending initiatives and/or interventions to enhance the CCC experience and sharing of FAMLI program policies and rules. This role participates and provides input for inter-group collaboration and communication, including FAMLI Division Management, and works to further the objectives of the FAMLI Division and CDLE. Additionally, this role ensures compliance with all state and federal laws, and departmental, division and unit regulations, policies, procedures and/or standards for their teams. And, assists with integration and assimilation of new or modified policies, practices, or procedures into CCC regular business practice. Serves as a work leader and core knowledge subject matter expert on the administration of the FAMLI program and performs quality reviews of the work performed by staff. Position creates, trains and imparts advanced knowledge, technical guidance and policy direction. Maintains acceptable levels of staff performance and accountability.

This position collaborates with peers and supervisors to identify and recommend changes in work process and/or procedures to improve program quality. With this, reviews reports with the intent of analyzing the data of calls and CCC goals and then reporting the information to management to determine future goals and ongoing strategies and to maximize team members’ skill sets for success and growth. This L&E IV role models CDLE’s values and philosophy, encouraging and rewarding team members who embody agency values and philosophy.

Through demonstrated leadership skills and abilities, professional experience, expertise and knowledge, this position identifies and resolves complex problems and issues and serves as a resource to communicate effectively and work collaboratively with inter-group units, including FAMLI management. Oversees the progress of new and experienced agents’ quality of work. Provides onboarding and training to CCC staff regarding the application, implementation and adaptation of policies, practices and procedures to improve the quality of work in the organization.

H6N5XX

LABOR/EMPLOYMENT SPECIALIST IV

MINIMUM QUALIFICATIONS:

Experience Only:

Seven (7) years of relevant experience in an occupation related to the work assigned to this position such as professional call center experience including experience with staff management, resource planning and reporting.

OR

Education and Experience:

A combination of related education and/or relevant experience in an occupation related to the work assigned equal to seven (7) years as professional call center experience including experience with staff management, resource planning and reporting.

Preferred Qualifications:

• Call Center supervisory/management experience.
• Experience working with FAMLI customer employee premiums, claims and escalations.
• Experience developing training and onboarding in a business setting.
• Experience with Performance Management.
• Remote staff management or supervision.
• Experience performing alike duties as a State of Colorado classified employee.

Required Competencies:

• Positive team management and supervision experience
• Remote staff management
• Customer service background
• Customer call center experience
• Training and onboarding experience
• Computer Proficiency - ability to quickly learn new programs and train forward or others; including development ofmaterials and curriculum
• Ability to direct agents in their job and provide timely, constructive coaching, support and feedback
• Customer contact center quality assurance and data analysis skills for reporting and to inform future goals and strategies
• Identifies Issues and provides solutions and problem solving
• Helper
• Relationship builder with a positive outlook; Empowering / Inspiring to others
• Ability to lead, track, document and hold others accountable
• Embraces a growth mindset with a desire for continuous development, improvement and evolution
• Highly organized decision maker
• Creative critical thinker
• Approachability
• Ability to balance multiple projects with competing priorities
• Team oriented collaborator
• Ability to embrace, align, promote and further organization missions, vision and values

Conditions of Employment:

• Must be a Colorado resident at time of application.
• You must pass a thorough background check prior to employment which will include the E-Verify process.

Appeal Rights: (Updated)

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, atspb.colorado.gov/board-rules.

For questions regarding this recruitment, please contact: maria.ramirez@state.co.us

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying. Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application, CDLE does not accept attachments of any kind during the application process. Part-time work experience will be prorated.

Applicants must meet the minimum qualifications to continue in the selection process for this position. Work experience and qualifications must be specifically documented on your online application. Do not use "see resume" or "see attached" statements on your application. CDLE does not accept attachments of any kind during the application process.

Comparative Analysis Process - Structured Application Review

After minimum qualification screening, the comparative analysis process for this position will involve a review and rating of all the information you submit with your application materials. Therefore, it is extremely important to document in the work experience/job duties portion of your online application the extent to which you possess the education, experience, minimum qualifications, and preferred qualifications as outlined in the job announcement. It is also important to thoroughly answer all supplemental questions (if listed) as your answers to these questions will be evaluated during this phase.

Supplemental Questions

Answer the supplemental questions on the application completely and thoughtfully. Your answers may be rated based on your writing ability (spelling, grammar, and clarity of your writing) as well as the content of your answer.

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Labor and Employment is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Sean Montoya, at sean.montoya@state.co.us. Auxiliary aids and services are available upon request to individuals with disabilities. For all other inquiries about this recruitment effort, please call 303-318-8200.

Salary : $73,656 - $101,616