Operations Manager (DUA - Boston)

Responsibilities: Manage daily contact center operations for assigned teams including call handling, workload distribution, queue monitoring, escalation support, attendance, service levels, and timely unemployment work completionSupervise and coach union supervisors and lead staff; set expectations, guide policy/procedures, identify training needs, promote consistent staff managementMonitor quality and compliance by reviewing reports, QA findings, trends, case notes, escalation patterns, and policy adherence; refine policies as neededCoordinate with training, policy, adjudication, benefits, employer services, technology, language access, and other partners to resolve service issues and implement new proceduresSupport personnel administration, scheduling, onboarding, performance documentation, labor relations coordination, and other management activities to maintain operationsOther duties, as assignedKey requirementsFive years of relevant full-time or equivalent experience in administration, management, or supervisory rolesEquivalent combinations of required experience and substitutions: certificate substitution for 1 year, Bachelor's for 2 years, Graduate for 3 years, Doctorate for 4 yearsleadershipcommunicationcollaboration across teamsworkforce management data usagequality assurance interpretationpolicy and procedures implementation