Hybrid Unemployment Claims Operations Manager

Massachusetts Department of Public Health; Boston (MA); Hybrid; USD 88,000 - 135,000; Full time

Job summary

The Department of Workforce Development in Massachusetts seeks an Operations Manager (DUA - Boston) to oversee daily contact center operations across assigned units. You will supervise union supervisors and staff, ensure timely unemployment assistance services, review quality, and coordinate with training, adjudication, benefits, and technology teams to resolve issues and improve performance.

Applicants should have five years of management experience and qualify under the agency's substitution

Qualifications

• At least five years of full-time (or equivalent part-time) professional, supervisory, or managerial experience in administration or management.
• Substitution options include: certificate = 1 year; bachelor = 2 years; master = 3 years; doctorate = 4 years.
• Equivalent combinations of the required experience may be considered.

Responsibilities

• Manage daily contact center operations for assigned teams, including call handling, workload distribution, queue monitoring, escalation support, attendance coverage, and timely unemployment work completion.
• Supervise union supervisors and staff, set expectations, review performance, and guide policy and procedures; identify training needs.
• Monitor quality and compliance using reports, QA findings, customer trends, and case notes; refine policies as needed.
• Coordinate with training, policy, adjudication, benefits, employer services, technology, language access, and other partners to resolve issues and implement new procedures.
• Support personnel administration, scheduling, onboarding, performance documentation, and labor relations coordination.

Education

Certificate in a relevant or related field

Bachelor's degree in a related field

Graduate degree in a related field

Doctorate degree in a related field

Job description

The Department of Workforce Development in Massachusetts seeks an Operations Manager (DUA - Boston) to oversee daily contact center operations across assigned units. You will supervise union supervisors and staff, ensure timely unemployment assistance services, review quality, and coordinate with training, adjudication, benefits, and technology teams to resolve issues and improve performance.

Applicants should have five years of management experience and qualify under the agency's substitution