Manager of CCC UI Service & Performance (Vansant)
About The Position
The Manager of Customer Contact Center (CCC) Unemployment Insurance (UI) Service and Performance provides strategic leadership for the Virginia Employment Commission’s (VEC) CCC, ensuring timely, accurate, and compliant delivery of UI services. This role oversees daily and long‑term call center operations, directs call‑floor performance through supervisors, and leads the Customer Escalation Team in resolving high‑priority and complex cases. The manager drives operational excellence by analyzing performance data, implementing process improvements, and ensuring adherence to state and federal requirements. Key responsibilities include supervising and developing staff, setting service standards, managing KPIs, coordinating cross‑functional initiatives, and maintaining alignment between field operations and agency leadership. Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission-driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career. The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
Requirements
- Comprehensive knowledge of contact center operations, and service delivery standards.
- Ability to apply analytical methods to evaluate program performance and guide decision making.
- Knowledge of financial management, HR management, and budgetary principles.
- Skill in supervising multi-layered teams and managing complex operational workflows.
- Strong communication skills for interacting with executive leadership, legislators, and external stakeholders.
- Ability to coordinate resources and collaborate across departments.
- Must pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
- Must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
- A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.
Nice To Haves
- Experience managing call center operations or large customer service programs.
- Experience supervising supervisors, team leads, or multi-tiered operational units.
- Experience interpreting UI policies, regulations, or program requirements.
- Experience analyzing operational data and implementing performance improvements.
- Experience handling escalations from executive offices or legislative bodies.
- Experience with call center technologies, reporting tools, or workforce management systems.
Responsibilities
- Provides strategic leadership for the Virginia Employment Commission’s (VEC) CCC, ensuring timely, accurate, and compliant delivery of UI services.
- Oversees daily and long‑term call center operations.
- Directs call‑floor performance through supervisors.
- Leads the Customer Escalation Team in resolving high‑priority and complex cases.
- Drives operational excellence by analyzing performance data, implementing process improvements, and ensuring adherence to state and federal requirements.
- Supervises and develops staff.
- Sets service standards.
- Manages KPIs.
- Coordinates cross‑functional initiatives.
- Maintains alignment between field operations and agency leadership.
Benefits
- Paid leave
- A minimum of 13 paid state holidays per year
- Medical, dental, vision, and life insurance options
- Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
- Federally recognized Public Service Loan Forgiveness (PSLF) employer
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
