Manager of CCC UI Service & Performance (Vansant)

Southwest Virginia Higher Education Center; Virginia; Hybrid; USD 110,000 - 120,000; Full time

Benefits offered by this job

Paid leave

13 paid state holidays per year

Medical, dental, vision, and life保险

Retirement plans (401a Cash Match and

Public Service Loan Forgiveness (PSLF)

Job summary

The Virginia Employment Commission (VEC) seeks a Manager of CCC UI Service & Performance (Vansant) to provide strategic leadership for unemployment insurance service operations. You will oversee call center operations, direct floor performance through supervisors, and lead the escalation team to resolve high‑priority cases with focus on compliance and efficiency.

You will drive performance through data analysis, implement improvements, and ensure alignment with state and federal requirements.

Qualifications

• Comprehensive knowledge of contact center operations and service delivery standards.
• Ability to apply analytical methods to evaluate program performance and guide decision making.
• Knowledge of financial management, HR management, and budgetary principles.
• Skill in supervising multi‑layered teams and managing complex operational workflows.
• Strong communication skills for interacting with executive leadership, legislators, and external stakeholders.
• Ability to coordinate resources and collaborate across departments.

Responsibilities

• Oversee daily and long‑term CCC/UI service operations to ensure timely delivery.
• Direct call‑floor performance through supervisors and manage the Customer Escalation Team.
• Drive operational excellence by analyzing performance data and implementing process improvements.
• Ensure adherence to state and federal requirements and agency policies.
• Supervise and develop staff, set service standards, and manage KPIs.
• Coordinate cross‑functional initiatives and align field operations with agency leadership.

Skills

Contact center operations

Performance analytics

Financial & HR management

Staff supervision

Executive communication

Cross-department coordination

Job description

Title: Manager of CCC UI Service & Performance (Vansant)

State Role Title:Prog Admin Manager III

Hiring Range: $110,000 - $120,000

Pay Band: 6

Agency: Virginia Employment Commission

Location:VANSANT CCC

Agency Website:https://www.vec.virginia.gov/

Recruitment Type: General Public - G

Job Duties

The Manager of Customer Contact Center (CCC) Unemployment Insurance (UI) Service and Performance provides strategic leadership for the Virginia Employment Commission’s (VEC) CCC, ensuring timely, accurate, and compliant delivery of UI services. This role oversees daily and long‑term call center operations, directs call‑floor performance through supervisors, and leads the Customer Escalation Team in resolving high‑priority and complex cases. The manager drives operational excellence by analyzing performance data, implementing process improvements, and ensuring adherence to state and federal requirements. Key responsibilities include supervising and developing staff, setting service standards, managing KPIs, coordinating cross‑functional initiatives, and maintaining alignment between field operations and agency leadership.

Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission-driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career.

The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

Minimum Qualifications

• • Comprehensive knowledge of contact center operations, and service delivery standards.
• • Ability to apply analytical methods to evaluate program performance and guide decision making.
• • Knowledge of financial management, HR management, and budgetary principles.
• • Skill in supervising multi‑layered teams and managing complex operational workflows.
• • Strong communication skills for interacting with executive leadership, legislators, and external stakeholders.
• • Ability to coordinate resources and collaborate across departments

Additional Considerations

• • Experience managing call center operations or large customer service programs.
• • Experience supervising supervisors, team leads, or multi‑tiered operational units.
• • Experience interpreting UI policies, regulations, or program requirements.
• • Experience analyzing operational data and implementing performance improvements.
• • Experience handling escalations from executive offices or legislative bodies.
• • Experience with call center technologies, reporting tools, or workforce management systems.

Contact Information

Name: VEC Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: [e-mail] for recruitment related questions. Emailed applications, résumés, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

NOTE: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.