- Full-time, 40 hours per week
- First (1st) shift
- 8:00 a.m. - 4:30 p.m.
- Hartford, CT.
The Eligibility Operations Division is responsible for assisting the residents of Connecticut with accessing critical programs and services for medical insurance, food assistance, and cash assistance. The Eligibility Operations Division uses a variety of ways to interact and engage with residents such as online self-service tools (online state and customer portals), in person services, phone and traditional mail. The Eligibility Contact Center Manager is a new cross-functional leadership role that will standardize process and operations while jointly reimaging the customer experience for our residents.
This primary location for this position is in Hartford, Connecticut, however, some state travel will be required. We offer a flexible hybrid work environment of telework and in-person days, 40 hours per week, Monday through Friday.
What You Will Do:
The Eligibility Contact Center Manager is a leadership role that will report directly to the Chief Customer Experience Officer.
Leadership and Collaboration
- Sets and drives strategic vision for reimagining customer interaction and engagement that is aligned to established customer experience goals and objectives.
- Build relationships with strategic leaders within the Eligibility Operations and the agency to collaborate on policy/programs changes, outreach and engagement, technology, and analytics reporting.
- Serve as a champion to instill a customer-first mindset, emphasizing the specific ways in which various roles, processes and technology can help reimagine the customer experience.
- Develop and maintain customer performance reports and dashboards to drive change using accurate and data-driven business insights against established metrics and key results.
- Builds and maintains processes and workflows to implement a scalable call center framework and delivery model including workforce optimization, quality assurance and performance metrics.
- Develop and deploys customer sentiment and insights to drive both tactical and strategic action across Eligibility Operations and cross-functional teams.
- Identify and resolve complex operational problems requiring knowledge, input, and alignment from multiple departments or stakeholders.
- Tactfully navigate and resolve escalated customer or employee management issues.
Team Management and Development
- Manages the daily operations of 100+ person call center ensuring prompt and effective handling of customer inquiries, issues, and feedback across various customer engagement channels.
- Develop a talent strategy to attract, onboard, and develop a diverse workforce while setting clear accountability and expectations to achieve adherence to metrics and key results.
- Cultivates a positive and customer-centric culture within the contact center team, emphasizing empathy, responsiveness, and effective problem resolution.
- Leads team through change and presents complex ideas to broad audiences.
At DSS, we deliver and fund a wide range of programs and services as Connecticut’s multi-faceted health and human services agency. We serve over 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities.
We hope you take this chance to join our team and continue your career with us! Follow us on twitter@ctdss and see what we are all about!
What’s In It For You:
- To work for a Forbes top company: ‘Forbes’ State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule;
- A Platinum Healthcare Plan, the nation’s best for state employees and dependents, according to a report by Georgetown’s Center on Health Insurance Reform and article by Ellen Andrews, Ph.D., along with comprehensive benefit offerings
- Extensive pension plan and supplemental retirement offerings.
- Paid time off - including 13 paid holidays per calendar year.
- Professional growth and paid professional development opportunities.
- A healthy work-life balance to all employees.
- State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loan forgiveness after 10 years of service. Click here for more information.
Discover the opportunity to:
- Engage in a rewarding career
- Assist our employees so they can achieve success
- Make a difference in the public sector
- Work together in a collaborative team environment
For Assistance in Applying:
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This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules.
For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.
In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process.
In order to be considered for this job opening, you must meet the minimum qualifications as listed on the job opening. You must specify your qualifications on your application. The minimum experience and training requirements must be met by the close date, unless otherwise specified.
The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to DAS.SHRM@ct.gov.
Please ensure that your application is complete. You will be unable to make revisions once you officially submit your application to the state of Connecticut.
This posting may require completion of additional referral questions (RQs) which will be sent to you via email after the closing date. The email notification will include an expiration date by which you must submit (Finish) your responses. Please regularly check your email for notifications. Please check your SPAM and/or Junk folders, as emails could end up there in error.
During the recruitment process, applicants may be required to submit additional documentation supporting their qualification(s) for this position. These documents may include performance reviews, supervisory references, college transcripts, licensure, etc. at the discretion of the agency.
Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process.
PURPOSE OF JOB CLASS (NATURE OF WORK)
In a state agency this class is accountable for planning, organizing and directing an agency program and/or project or directing the development and administration of programs within a division.
Receives administrative direction from an administrative official of higher grade.
Directs staff as assigned.
EXAMPLES OF DUTIES
- Directs staff and/or operations of an agency program and/or project or division;
- Coordinates, plans and manages program and/or project activities;
- Formulates goals and objectives;
- Develops or assists in development of related policy;
- Interprets and administers pertinent laws;
- Provides input or evaluates staff;
- Prepares or assists in preparation of budget;
- Maintains contact with individuals within and outside of agency who might impact on program and/or project activities;
- Serves on committees and/or and task forces as required;
- Speaks before professional and lay groups on subjects related to agency mission;
- Leads the recruitment and hiring of staff, including outreach, interview and selection;
- Performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY
- Considerable knowledge of
- and ability to apply management principles and practices;
- relevant state and federal laws, statutes and regulations;
- project management;
- principles and practices of business and public administration with emphasis on effective organization, administration and management
- interpersonal skills;
- oral and written communication skills;
- Considerable ability to analyze organizational problems and determine effective solutions.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Nine (9) years of professional experience.
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE
One (1) year of the General Experience must have been in the specific area of assignment.
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED
- College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
- A Master's degree in business administration, public administration or a closely related field may be substituted for one (1) additional year of the General Experience.
- Department of Labor: Two (2) years of experience as an Apprenticeship and Training Program Manager may be substituted for the General and Special Experience.
- Bachelor's degree in a related field or equivalent work experience.
- Five (5) years of experience building, leading, and scaling customer contact centers across geographic locations.
- Five (5) years of experience with contact center technology systems and tools.
- Three (3) years of experience managing a contact center workforce.
- Experience working in a health and human services environment.
- Experience with strategy formation and assessments.
- Experience with Microsoft office suite of productivity tools such as Word, Excel, Power Point, and Visio.
- Experience with customer-focused reporting suites and sentiment analysis tools.
AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER
The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.
As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.