Operations Manager (DUA - Boston)

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

An Official website of the Commonwealth of Massachusetts

Job Description - Operations Manager (DUA - Boston) (260005EQ)

Job Description

Operations Manager (DUA - Boston) - ( 260005EQ )

Description

The DUA Contact Center Operations Manager manages daily service delivery within assigned Boston and/or Brockton contact center units. The position oversees union supervisors and supports the consistent execution of unemployment assistance customer service, claims support, adjudication support, issue intake, escalation handling, quality review, and staff performance activities.

The position ensures that assigned teams provide timely, accurate, accessible, and professional assistance to claimants, employers, employer agents, representatives, and members of the public. Work is performed in accordance with Massachusetts General Laws Chapter 151A, applicable federal requirements, DUA policies and procedures, collective bargaining obligations, program integrity standards, and established contact center performance expectations.

The Contact Center Operations Manager uses daily operational data, workforce management information, quality assurance results, customer experience trends, and supervisor feedback to address workload needs, coach supervisors, resolve escalated service issues, and support continuous improvement.

The manager develops, implements, and enforces policy decisions to ensure consistent operations and compliance across Contact Center teams and consistently evaluates the effectiveness of such changes and makes necessary changes when needed.

Key Job Responsibilities

Manage daily contact center operations for assigned teams, including call and inquiry handling, workload distribution, queue monitoring, escalation support, attendance coverage, service level awareness, and timely completion of assigned unemployment assistance work.

Supervise, coach, and support union supervisors and lead staff by setting expectations, reviewing performance, providing guidance on policy and procedures, identifying training needs, and promoting consistent staff management practices.

Monitor operational quality and compliance by reviewing reports, quality assurance findings, customer service trends, case notes, escalation patterns, and adherence to applicable unemployment assistance laws, policies, procedures, and program integrity requirements. Continuously reviews effectives of operations and determines when policy and procedures need to be refined. Develops, implements, and enforces policies as needed.

Coordinate with training, policy, adjudication, benefits, employer services, technology, language access, and other operational partners to resolve service issues, implement new procedures, and maintain consistent communication across teams.

Support personnel administration, scheduling, onboarding, performance documentation, labor relations coordination, and other management activities necessary to maintain effective contact center operations.

Other duties, as assigned.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Aff…

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Job

Administrative Services

Agency

Department of Workforce Development

Schedule

Full-time

Shift

Day

Job Posting

Aug 11, 2026, 7:42:21 PM

Number of Openings

1

Salary

87,686.54 - 134,941.81 Yearly

If you have Diversity, Aff…

Bargaining Unit : M99-Managers (EXE)

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes