Hybrid Operations Manager, Contact Center

Commonwealth of Massachusetts

Boston (MA)

Hybrid

USD 88,000 - 135,000

Full time

14 days+

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Job summary

Commonwealth of Massachusetts is seeking an Operations Manager for the Boston area to lead daily contact center operations, oversee union supervisors, and ensure service delivery in unemployment assistance and related support functions.

You will coordinate with training, policy, adjudication, benefits, and other teams to resolve issues, monitor performance, and implement process improvements while upholding applicable laws and program integrity standards.

Qualifications

Five (5) years of relevant professional or managerial experience, as specified in the listing.
Substitution options include degrees or certificates as described in the postings.
Ability to manage union staff and ensure compliance with laws and policies.

Responsibilities

Manage daily contact center operations for assigned teams, including call handling, workload distribution, queue monitoring, and timely unemployment work completion.
Supervise union supervisors and lead staff, set expectations, review performance, and provide policy guidance.
Monitor quality and compliance by reviewing reports, QA findings, trends, and adherence to laws and procedures.
Coordinate with training, policy, adjudication, benefits, and other partners to resolve issues and communicate across teams.
Support personnel administration, scheduling, onboarding, documentation, and labor relations activities.