01/11/2010 22985

UNEMPLOYMENT COMPENSATION SERVICE CENTER OPERATIONS MANAGER 1

DEFINITION: This is managerial work in the planning, coordination and implementation of program operations within an Unemployment Compensation Service Center.

An employee in this job is responsible for planning, organizing, and managing one or more segments of the program operations within an Unemployment Compensation Service Center that telephonically provides Unemployment Compensation claims and benefits services. Work involves coordinating daily operations within an automated call center, providing direction to subordinate supervisors and staff, ensuring effective use and optimum performance of automated claims taking and processing technology, and monitoring general claims, adjudication, and specialized claims activities. A significant aspect of this work involves interpreting program guidelines and requirements, analyzing performance indicators and implementing corrective measures as necessary to maintain acceptable levels of quality performance and customer satisfaction. Supervision is exercised over Unemployment Compensation Claims Supervisors and other technical and clerical staff. Work is performed independently under the general direction of an Unemployment Compensation Service Center Administrator 1 or Unemployment Compensation Service Center Operations Manager 2 and is reviewed through conferences, reports, observations and overall effectiveness of programs.

EXAMPLES OF WORK: Directs staff, through subordinate supervisors, in the taking and processing of initial and continued claims for unemployment compensation benefits, reviewing and rendering monetary and non-monetary eligibility determinations, making overpayment adjustments, processing appeals in disputed claims, and the detection and prevention of fraud.

Develops operational guidelines and procedures to provide subordinate staff with guidance and direction in claims taking and adjudication practices necessary to achieve customer satisfaction and compliance with state and federal requirements.

Analyzes work requirements, equipment needs and coordinates acquisition of computer equipment and devices for operation of an automated call center.

Manages a call distribution system and implements changes in call patterns as required to maintain and enhance system efficiency.

Monitors unemployment claims activities to ensure timeliness of taking, processing and paying claims according to federal guidelines.

Analyzes operational procedures to identify problems and develop and implement improvements as necessary to ensure efficient and effective delivery of Unemployment Compensation services.

Provides technical assistance to staff by interpreting policies, procedures and regulations.

Prepares staffing plans and determines staff training and development needs.

Prepares various reports on the activities of an Unemployment Compensation Service Center such as volume and types of claims, and timeliness of processing and paying claims.

Serves on committees and work groups to enhance the taking and processing of benefit claims.

Maintains effective personal relationships with administrators, managers, employers, employee unions and the public to promote the interests of the Unemployment Compensation Service Center.

Performs the full range of supervisory duties.

An employee in this job participates in the performance of subordinates' work consistent with operational or organizational requirements.

Performs related duties as required.

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES: Knowledge of federal laws and regulations pertaining to Unemployment Compensation programs.

Knowledge of the principles and practices of public administration.

Knowledge of the principles and practices of employee supervision.

Ability to interpret and apply policies, procedures, regulations, and laws.

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: One year as an Unemployment Compensation Claims Supervisor;

                                                                                                                                                                                                         or

Two years of professional experience in the interpretation and application of the benefit paying provisions of the Unemployment Compensation Laws that included or was supplemented by one year of supervisory experience.