Employer Call Center Supervisor
UI Professional VI
Recruitment #24-001155-0001
Department | LABOR - Unemployment Insurance |
---|---|
Date Opened | 4/12/2024 11:00:00 AM |
Filing Deadline | 4/26/2024 5:00:00 PM |
Salary | $60,801.00 - $80,682.00 with potential growth to $101,897.00/year |
Employment Type |
Full-Time
|
HR Analyst | Chevelle Wise |
Work Location |
Baltimore City
|
Introduction
GRADE
LOCATION OF POSITION
Main Purpose of Job
POSITION DUTIES
- Provide leadership and direction of the day-to-day operations of the Employer Call Center within the Employer Services Section of the UI Contributions Division. The supervisor will coordinate, and lead the effort and work of a unit comprised of UI Professionals responsible for answering unemployment insurance tax inquiries from employers on filing requirements, benefit charges, tax rates, penalties and interest and maintaining the account.
- Monitor and examine the phone calls, emails, and all other tax inquiries to ensure inquires are answered timely and accurately in accordance with Maryland’s Unemployment Insurance Law.
- Provide feedback and recommendations to Management on activity, trends on the inquiries are coming into the Agency.
- Prepare activity reports to evaluate the progress of the unit and to ensure all internal and external goals are met.
- Provide training and guidance to UI Professionals in current, departmental policies, procedures, and programs. Investigate and prepare determinations regarding interest and penalty waivers, replying to unemployment insurance tax protest correspondence.
- Review and investigate employers who fail to provide timely and adequate information to the Agency in accordance with Maryland’s Unemployment Insurance Law.
- Conduct staff meetings to provide instructions to staff of new and updated changes on policies, procedures, and programs.
MINIMUM QUALIFICATIONS
Experience: Nine years of experience, five years of experience supervising staff in a public or private agency related to rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigation program OR five years of experience in administrative staff or professional staff work (One year of this experience must have involved one or more of the following: the supervision of other employees, applying rules and regulations, or exercising responsibility for the development of policies or procedures) and an additional four years of experience in a public or private agency related to rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigation program.
Notes:
1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and five years of experience supervising staff in a public or private agency related to rendering and/or determining eligibility for a Human Service Program, or an insurance claims processing and fraud investigation program OR five years of experience in administrative staff or professional staff work (One year of this experience must have involved one or more of the following: the supervision of other employees, applying rules and regulations, or exercising responsibility for the development of policies or procedures) for the required experience.
2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for the required general experience.
SELECTIVE QUALIFICATIONS
Applicants must meet the selective and minimum qualification(s) to be considered. Include clear and specific information on your application regarding your qualifications.
Five (5) years’ experience supervising staff in a public or private setting call center environment.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.
1. Have experience working with unemployment insurance employer accounts.
2. Have experience making determinations related to unemployment insurance.
3. Knowledge of the BEACON System
SPECIAL REQUIREMENTS
SELECTION PROCESS
EXAMINATION PROCESS
Applicants must provide sufficient information on the application to show they meet the qualifications for this recruitment.
RESUMES ARE NOT ACCEPTABLE AND NOT CONSIDERED IN THE SELECTION/EXAMINATION PROCESS.
All information concerning the qualification, including any required documentation (diploma, transcripts, certificate, etc) must be submitted and received by the closing date. Information submitted after this date will not be considered.
BENEFITS
FURTHER INSTRUCTIONS
U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status.
If you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via email to chevelle.wise@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.
PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION
Completed applications, required documentation, and any required addendums may be mailed to:
DLLR Office of Human Resources
Attn: 24-001155-0001 UI Professional VI/Employer Call Center Supervisor
1100 N. Eutaw Street, Rm. 100
Baltimore, MD 21201
The MD State Application Form can be found online
If you have any questions about this recruitment, please contact the Maryland Department of Labor at 410-230-6300.
Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of DLLR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.