The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job. The primary purpose of the position of Contact Center Director is to administer the provisions of the Massachusetts Employment and Training Law relating to the taking, filing, processing and disbursement of customer claims, by telephone and online, for unemployment insurance benefits, statewide, and the adjudication of disputed claims for benefits. The Unemployment Insurance Program is one of the Commonwealth's largest income maintenance programs. It is made especially complex by an exhaustive set of federal and state laws and regulations governing claim payments and employer charges. These laws, which evolved over the 80 years of the program's existence, are well established, but in constant need of clarification and interpretation. In order to implement the statutory mandates and accomplish the goals of the Department of Unemployment Assistance, the Contact Center Director performs the following activities: Oversee, guide, direct and monitor the unemployment insurance (UI) benefit claim filing, and adjudication operation by ensuring compliance with Massachusetts General Laws (MGL) Chapter 151A, administrative rules and state/federal policies and procedures relating to the processing of UI claims. The Contact Center Director will exercise leadership in the attainment of the Desired Levels of Achievement (DLA) set by the U.S. Department of Labor for timelines of non-monetary determinations and evaluate the efficiency of Contact Center operations by analyzing written reports and statistical data and by reviewing these reports with administrative and line operations staff in order to determine needed improvements. SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION'S RECRUITING GUIDELINES. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) 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 (A) experience. II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience. *Comprehensive Benefits* 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. Want the specifics? Explore our Employee Benefits and Rewards! Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. 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* *Organization: Department of Workforce Development *Title: *Contact Center Director Location: Massachusetts-Brockton - 226 Main Street Requisition ID: 230001J8