What are the responsibilities and job description for the CALL CENTER OPERATIONS MANAGER position at State of Illinois?

Agency : Department of Employment Security

Class Title : SENIOR PUBLIC SERVICE ADMINISTR - 40070

Skill Option : General Administration / Business Marketing / Labor / Personnel

Bilingual Option : None

Closing Date / Time : 01 / 16 / 2025

Salary : Anticipated Starting Salary $9,167 - $10,834 monthly

Job Type : Salaried

Category : Full Time

County : DuPage

Number of Vacancies : 1

Plan / BU : None

A RESUME IS REQUIRED FOR THIS JOB POSTING

Please attach a DETAILED Resume / Curriculum Vitae (CV) to the MY DOCUMENTS section of your application. You WILL NOT be considered for the position if you attach a CMS100, CMS100b or any other document that is not a Resume or CV.

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

The Illinois Department of Employment Security (IDES) is seeking an organized, professional, and results oriented individual to serve as the Call Center Operations Manager. Responsibilities include directing and evaluating statewide call center activities, establishing and monitoring key performance metrics, identifying and resolving issues affecting quality, efficiency and effectiveness, formulating and directing implementation of policy changes through subordinate managerial staff, and serving as agency spokesperson in matters regarding call center operations. This position provides a great opportunity for someone who has experience supervising a large team of call center staff who provide employment and / or unemployment insurance (UI) services to claimants and employers and who is dedicated to establishing and maintaining high performance standards and ensuring compliance with applicable state and federal regulations. The ideal candidate for this position will have extensive experience supervising staff in an employment service program, social service program or related area providing employment, human resource development or social welfare services, developing and implementing policies to monitor, identify, and correct deficiencies in programs and services, and directing call center operations for a large organization with multiple call center locations. IDES offers a competitive compensation plan, excellent benefits, and a pension program. IDES offers a competitive compensation plan, excellent benefits, and a pension program. We invite you to join our innovative team to help make a positive difference in the lives of Illinois employers and job seekers.

Essential Functions

Subject to management approval, serves as Call Center Operations Manager for the Illinois Department of Employment Security (IDES)

Serves as full-line supervisor

Directs, coordinates, reviews and evaluates statewide call center activities

Serves as agency spokesperson in matters pertaining to Call Center Operations

Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

Requires a Bachelor’s degree in Business Administration, Public Administration, Communications, Management or a closely related field, with a minimum of twelve (12) semester hours in one or more of the following areas of study : business administration, public administration, customer service management, call center operations, project management, process improvement, workforce management or data analysis; OR

Requires a Bachelor’s degree in any field and two (2) years of professional experience in one or more of the following areas : customer service management, call center operations, project management, business process improvement, data analysis, workforce management or similar fields.

Requires prior experience equivalent to four (4) years of progressively responsible administrative experience or six (6) years of professional experience in a public or business organization

Preferred Qualifications

Four (4) years of managerial experience in the development, implementation and maintenance of an unemployment insurance or employment services program, or a program in a related area providing employment, human resource development or social welfare services, including developing long-term goals and objectives, and directing activities and operations

Two (2) years of professional experience requiring knowledge of unemployment laws and regulations and applying federal and state unemployment insurance legislation to specific issues regarding liability, employment, and wages

Two (2) years of professional experience supervising staff, including providing training and evaluating staff performance

Two (2) years of professional experience monitoring program output levels for delivery of services in accordance with federal laws, policies and guidelines, including but not limited to U.S. Department of Labor (DOL) requirements

Two (2) years of professional experience utilizing tax software to examine financial records; examples of applicable tax software systems include but are not limited to : GenTax and MyTax Illinois

Two (2) years of professional experience using a labor exchange system to provide services to clients; examples of applicable labor exchange systems include but are not limited to the National Labor Exchange and Illinois Job Link

One (1) year of professional experience speaking to various groups to convey policy and procedures in a manner easily understood by diverse audiences

One (1) year of professional experience with the grievance and discipline processes contained in bargaining unit contracts

Conditions of Employment

Requires an Illinois State Police background check and self-disclosure of any criminal history.

Requires ability to travel in the performance of duties, with overnight stays as appropriate. Requires appropriate, valid driver’s license and access to an automobile.

This position is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. This job may require a good deal of walking or standing or involves sitting most of the time with some pushing and pulling of arm or leg controls.

Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.

This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant / employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420 / 4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings.

The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

Work Hours : Monday-Friday 8 : 30am-5 : 00pm

Work Location : 747 E. 22nd Street, Suite 150Lombard, Illinois 60148

Agency Contact : Jessica.Fuhrman@illinois.gov

Posting Group : Leadership & Management

About the Agency

The Illinois Department of Employment Security’s (IDES) mission is to serve Illinois workers and employers to the best of our ability and to use our knowledge of the Illinois workforce to inform sound policy decision making. IDES encourages economic grown and stability in Illinois by providing vital Employment Services to Illinois residents and employers, analyzing and disseminating actionable Labor Market Information, and administering Unemployment Insurance programs.

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

Salary : $9,167 - $10,834

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