Hybrid Senior Operations Manager - Contact Center

Massachusetts Department of Public Health; Brockton (MA); Hybrid; USD 87,000 - 145,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

The Department of Workforce Development in Massachusetts is seeking a Senior Operations Manager for the Brockton site to lead unemployment assistance contact center operations and ensure service delivery meets regulatory and performance requirements.

You will supervise front-line managers, coordinate with agency leadership, analyze data to improve efficiency, and oversee policy implementation, training, and continuity planning across Boston and Brockton locations.

Qualifications

• Five years of professional or managerial experience in business/public administration.
• At least one year in project management or supervisory capacity.
• Substitution options available with related degrees or certificates.

Responsibilities

• Oversee communications and workload for Boston and Brockton contact centers.
• Manage front-line managers, monitor productivity and quality, and develop staff.
• Collaborate to implement policies, ensure compliance, and improve efficiency.
• Coordinate with leadership on policy implementation, adjudication, and benefits support.
• Support budget, staffing, labor relations, and facilities to maintain operations.

Skills

Management experience

Public administration

Project management

Supervisory experience

Business administration

Education

Bachelor's degree

Graduate degree

Doctorate degree

Job description

The Department of Workforce Development in Massachusetts is seeking a Senior Operations Manager for the Brockton site to lead unemployment assistance contact center operations and ensure service delivery meets regulatory and performance requirements.

You will supervise front-line managers, coordinate with agency leadership, analyze data to improve efficiency, and oversee policy implementation, training, and continuity planning across Boston and Brockton locations.