Ors Manager 1

State of Louisiana • Baton Rouge, LA

2d • Onsite

About The Position

Office of Unemployment Insurance Division: Tax Call Center. Louisiana Works transforms lives and drives prosperity by putting people at the center of everything we do. We provide one seamless door where individualized solutions create new possibilities, proving that when government works for people, Louisiana works for everyone. OUIA oversees Louisiana’s Unemployment Insurance (UI) program, which provides temporary financial assistance to eligible workers who are unemployed through no fault of their own. The office manages the full UI lifecycle, including employer tax collection, benefit claims processing, fraud prevention, and appeals. The ORS Manager 1 provides day-to-day supervision of call center operations by monitoring performance, managing workloads, coaching staff, and ensuring employers receive accurate and timely assistance. This position also coordinates and manages legislative requests to ensure timely and accurate responses to legislative inquiries while maintaining operational leadership, accountability, and customer service standards.

Requirements

• Seven years of experience in unemployment insurance, workforce development programs, workers’ compensation, administrative services, or social services; OR Six years of full-time experience in any field plus four years of experience in unemployment insurance, workforce development programs, workers’ compensation, administrative services, or social services; OR A bachelor’s degree plus four years of experience in unemployment insurance, workforce development programs, workers’ compensation, administrative services, or social services; OR An advanced degree in any field or a Juris Doctorate plus three years of experience in unemployment insurance, workforce development programs, workers’ compensation, administrative services, or social services.
• Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

Responsibilities

• Manage daily operations of the employer call center by assigning incoming work, reviewing outstanding production issues, monitoring the UI Tax inbox using FIFO processing, removing duplicate requests, and escalating urgent matters to management as needed.
• Conduct quality assurance reviews of employer call center interactions to identify trends and errors; develop and implement training, procedural improvements, and service enhancements to improve staff performance and customer service delivery.
• Coordinate and manage employer requests received through the legislative portal by ensuring timely assignment, tracking, updates, and resolution within established timeframes while collaborating with employers and internal units as necessary.
• Collect, maintain, and report monthly UI Tax performance metrics, update unit wallboards, prepare reports and presentations, and monitor compliance with federal and state performance standards.
• Serve as a subject matter expert for UI Tax modernization initiatives by participating in application design sessions, attending modernization meetings, conducting user acceptance testing, documenting outcomes, and providing expertise on wage and tax systems and processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed