UI Service & Performance Leader — Call Center Excellence

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

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.