Labor Exchange User Support Supervisor

State of Illinois•Springfield, MO

12d•Hybrid

About The Position

The Illinois Department of Employment Security (IDES) is seeking an organized, professional, and results oriented individual to serve as Labor Exchange User Support Supervisor. Responsibilities include directing the delivery of support services to labor exchange system users, developing and delivering training to user support staff, and developing and implementing policies, procedures, monitoring systems, work methodologies and quality standards. This position provides a great opportunity for someone who has extensive professional experience directing user support for a complex system used to administer employment programs or similar social welfare programs and who is dedicated to ensuring uniform administration and compliance with applicable federal and state laws, rules, and regulations. The ideal candidate for this position will have extensive experience supervising a team of subordinate call center user support staff handling a high volume of inquiries, as well as a thorough knowledge of utilization and functionality of the Illinois JobLink (IJL) system or a comparable statewide, public-facing labor exchange system. IDES offers a competitive compensation plan, excellent benefits, and a pension program. We invite you to join our innovative team to help make a positive difference in the lives of Illinois employers and job seekers.

Requirements

Requires knowledge, skill and mental development equivalent to completion of four (4) years of college, preferably with courses in business or public administration.
Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in a public or business organization.
Requires an Illinois State Police background check and self-disclosure of any criminal history.
Requires ability to travel in the performance of duties, with overnight stays as appropriate.
This position is considered sedentary work as defined by the U.S. Department of Labor (20 CFR 404.1567(a)). Sedentary work involves lifting no more than 10 pounds at a time and requires occasional lifting, carrying, walking, and standing.
Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.

Nice To Haves

Two (2) years of managerial experience in an unemployment insurance or employment services program, or a program in a related area providing employment, human resource development, or social welfare services, with responsibilities that included areas such as developing long-term goals, implementing strategic objectives, and directing daily operations
One (1) year of professional experience supervising staff, including providing training and evaluating staff performance
One (1) year of experience monitoring program output levels for delivery of services in accordance with applicable laws, regulations, policies and guidelines, including but not limited to those issued by the U.S. Department of Labor (DOL) or other relevant governmental or regulatory agencies
One (1) year of experience communicating policy and procedures to diverse audiences, such as employees, stakeholders or the public, through presentations, written materials or training sessions
One (1) year of professional experience applying knowledge of federal and state employment programs, including Migrant and Seasonal Farm Workers (MSFW), Reemployment Services and Eligibility Assessment (RESEA) and Veterans’ programs, and employment program legislation

Responsibilities

Serves as Labor Exchange User Support Supervisor for the Illinois Department of Employment Security (IDES)
Serves as full-line supervisor
Directs the delivery of support services to labor exchange system users
Directs the development and delivery of technical training, assistance guides and other training and instructional materials for labor exchange system user support staff
Keeps abreast of new developments in laws, rules, regulations, technology and support methodology best practices applicable to labor exchange systems and related systems, programs and services
Serves as a liaison to internal and external parties regarding labor exchange system user support services
Consults and collaborates with the Manager and relevant agency staff, including but not limited to the Labor Exchange Subject Matter Expert (SME), to provide operational input on development and coordination of training initiatives for the labor exchange system
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above