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Employer Call Center Supervisor

UI Professional VI

Recruitment #24-001155-0001

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Introduction

The Maryland Department of Labor (MDOL)/Division of Unemployment Insurance (DUI) is accepting applications from candidates for the position of UI Professional VI with a functional title of Employer Call Center Supervisor within UI Contribution Division.

GRADE

17

LOCATION OF POSITION

1100 North Eutaw Street
Baltimore, Maryland 21202

Main Purpose of Job

This position is responsible for overseeing the operations of the Employer Call Center within the Employer Services Section of the Contributions Division. The Employer Call Center is responsible for providing assistance to Maryland employers to ensure compliance with all aspects of the Unemployment Insurance program. The Unit is also responsible for making decisions on penalty waivers (including penalties assessed for failure to provide timely separation information to the Department). This position supervises Unemployment Insurance Professional I - !V.

POSITION DUTIES

POSITION DUTIES include but not limited too:

  • 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

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (LABOR/DUI) to determine whether any monies are owed to MDOL/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

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.





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