Senior Operations Manager (DUA - Brockton)

State of Massachusetts • Brockton, MA • 1h ago

The DUA Contact Senior Operations Manager manages contact center operations for the Boston and Brockton locations. This position is as a manager level operational leadership role responsible for day to day and management of unemployment assistance contact center service delivery. The position oversees teams responsible for claimant and employer support, claims intake assistance, adjudication, issue identification and referrals, inquiry resolution, escalation management, operational quality, and implementation of contact center procedures. The incumbent directly supervisors the contact center operations managers and ensures they are managing and maintaining their responsibilities appropriately. The Contact Center Director ensures that operations comply with Massachusetts General Laws Chapter 151A, federal requirements, DUA policy, program integrity standards, accessibility and language access expectations, and established performance measures. The Contact Senior Operations Manager uses service level information, workforce management data, quality assurance findings, customer experience trends, staffing information, and management reports to strengthen consistency, improve performance, support staff development, and maintain continuity of service. The Contact Center Senior Operations Manager works collaboratively with agency leadership and cross functional departments to improve operational efficiency and ensure alignment of Contact Center operations with agency wide objectives. The position analyzes existing policies and procedures, identifies opportunities for improvement, and determines when policy changes are needed to enhance service delivery, operational effectiveness, and compliance. The incumbent develops, implements, and enforces Contact Center policies and procedures, monitors their effectiveness through data analysis and stakeholder feedback, and continuously refines processes to improve customer experience, employee performance, and organizational outcomes. Key Job Responsibilities: Oversee contact center operations for Boston and Brockton, including daily and weekly workload management, performance monitoring, service delivery planning, escalation oversight, and implementation of DUA contact center priorities. Manage subordinate front-line managers and supervisors by setting expectations, reviewing productivity and quality results, supporting consistent management practices, addressing performance concerns, and developing staff capabilities. Collaborates with leadership across departments to evaluate, develop, and implement policies that support the agency's strategic goals and operational objectives. Identifies opportunities for policy and procedural improvements that enhance cross functional collaboration and organizational effectiveness. Develops, implements, and continuously evaluates the effectiveness of policies and procedures, making revisions as necessary to improve operational efficiency, ensure regulatory compliance, and support consistent advancement. Coordinate with DUA leadership and internal business partners on policy implementation, adjudication and benefits support, employer and claimant service issues, technology changes, training needs, program integrity concerns, and modernization initiatives. Support budget, staffing, hiring, labor relations, performance management, facilities coordination, continuity planning, and administrative functions necessary to maintain effective contact center operations. Other duties, as assigned. 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! 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 ServicesOrganization: Department of Workforce Development Title: Senior Operations Manager (DUA - Brockton) Location: Massachusetts-Brockton - 226 Main Street Requisition ID: 260005GU

Similar Jobs

Supervisory Audiologist - Service Chief

Veterans Affairs, Veterans Health Administration • Jamaica Plain, MA • 19min ago

Management & Administrative

Summary This Supervisory Audiologist position is in Audiology and Speech Pathology services at the VA Boston Healthcare Systems, located at the Jamaica Plains, MA location. Responsibilities A Supervisory Audiologist in t...

19min ago

Go to Apply

Supervisory Audiologist - Service Chief

Veterans Affairs, Veterans Health Administration • Jamaica Plain, MA • 19min ago

Management & Administrative

19min ago

Go to Apply

Operations Manager (DUA - Brockton)

State of Massachusetts • Brockton, MA • 1h ago

Management & Administrative

The DUA Contact Center Operations Manager manages daily service delivery within assigned Boston and/or Brockton contact center units. The position oversees union supervisors and supports the consistent execution of unemp...

1h ago

Go to Apply

Operations Manager (DUA - Boston)

State of Massachusetts • Boston, MA • 1h ago

Management & Administrative

1h ago

Go to Apply

Senior Operations Manager (DUA - Boston)

State of Massachusetts • Boston, MA • 1h ago

Management & Administrative

1h ago

Go to Apply

FM Engineering Operations Manager onsite in Cambridge, MA- Life Sciences/ Pharmaceutical

CBRE • Cambridge, MA • 1h ago

Management & Administrative

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a significant contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric ap...

1h ago

Go to Apply

Sr. Manager, Supply Chain Operational Excellence

Medtronic • Mansfield, MA • 1h ago

Management & Administrative

We anticipate the application window for this opening will close on - 19 Aug 2026 Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore heal...

1h ago

Go to Apply

Account Manager, Provider

Datavant • Boston, MA • 1h ago

Management & Administrative

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world's health data secure, accessible and actionable, we provide critical data solutions for organizations across the...

1h ago

Go to Apply

Administrative Assistant

Cruz Management • Boston, MA • 2h ago

Management & Administrative

SUMMARY OF FUNCTION: Administrative Assistant serves to provide comprehensive support to the office team, including managing schedules, handling correspondence, and assisting with various administrative tasks to ensure e...

2h ago

Go to Apply

Assistant Town Clerk

Town of Easton • North Easton, MA • 2h ago

Management & Administrative

Assistant Town Clerk- Operations & Elections Administration Position Description/Minimum Qualifications The Town of Easton is accepting applications for a qualified individual to fill the position of full time Assist...

2h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)