Hybrid Operations Manager, Contact Center

Commonwealth of Massachusetts; Brockton (MA); On-site; USD 88,000 - 135,000; Full time

Job summary

Commonwealth of Massachusetts seeks an Operations Manager for the DUA Contact Center in Brockton. The role oversees daily unemployment assistance operations, supervises union staff, and ensures accurate, timely service to claimants and employers.

The position requires at least five years of managerial experience and allows substitution paths per policy. It supports a hybrid work model and is located at 226 Main Street, Brockton.

Qualifications

• At least five years of full-time (or equivalent) managerial/administrative experience in business or public administration.
• Substitutions allowed: certificate substitutes 1 year; Bachelor's substitutes 2 years; Graduate degree substitutes 3 years; Doctorate substitutes 4 years.

Responsibilities

• Manage daily contact center operations for assigned teams, including call handling, workload distribution, queue monitoring, escalation support, and attendance coverage.
• Supervise and coach union Supervisors and staff; set expectations, review performance, and guide policy adherence.
• Monitor quality and compliance by reviewing reports, QA findings, trends, and case notes; refine policies as needed.
• Coordinate with Training, Policy, Adjudication, Benefits, Employer Services, Technology, and Language Access to resolve issues and implement new procedures.
• Support personnel administration, scheduling, onboarding, performance documentation, and labor-relations activities.
• Perform other duties as assigned.

Education

Bachelor's degree in a related field

Graduate degree in a related field

Doctorate degree in a related field

Certificate in a relevant field

Job description

Commonwealth of Massachusetts seeks an Operations Manager for the DUA Contact Center in Brockton. The role oversees daily unemployment assistance operations, supervises union staff, and ensures accurate, timely service to claimants and employers.

The position requires at least five years of managerial experience and allows substitution paths per policy. It supports a hybrid work model and is located at 226 Main Street, Brockton.