Unemployment Compensation Team Leader - Multiple Vacancies

State of Maine•Augusta, GA

About The Position

The Maine Department of Labor’s Bureau of Unemployment Compensation is hiring a Team Leader to supervise an Unemployment Benefits unit. The role leads day-to-day operations, supports staff development, and ensures high-quality service for claimants and employers statewide. The Team Leader helps improve and streamline processes to enhance customer service and meet or exceed federal performance standards. The position also co-manages teams across the state with other team leaders to coordinate resources, share best practices, and promote consistent service delivery.

Requirements

Experience supervising or leading teams in a high-volume customer service or administrative environment.
Strong knowledge of laws, rules, goals, and objectives of the unemployment security program.
Knowledge of process improvement practices and performance management tools.
Excellent communication, decision-making, and problem-solving abilities.
Passion for public service and commitment to helping Maine workers and employers succeed.
Bachelor’s degree in Public or Business Administration, Economics, or a related field, and six years of experience in management and/or investigation, adjudication, or personnel administration. Directly related experience may substitute for the education requirement year for year.

Nice To Haves

Experience supervising or managing staff in a high-volume operational environment.
Experience in Unemployment Insurance, workforce development, or related public service programs.
Experience using data and performance measures to manage workloads and improve results.
Experience in process improvement and operational change management.
Experience interpreting and applying laws, rules, policies, and procedures.
Experience in employee coaching, development, and performance management.
Experience coordinating work across teams, programs, or agencies.
Experience representing an organization in formal or public settings.

Responsibilities

Lead and manage professional, technical, and clerical staff, providing coaching, mentoring, and performance evaluations.
Plan and prioritize unit operations, aligning resources with fluctuating workloads and federal timeliness and quality standards.
Analyze workflows and recommend process improvements to improve service delivery and program efficiency.
Oversee claim adjudication and benefit charge assessments to ensure accurate and timely benefit payments.
Monitor performance data and metrics, and prepare reports to guide decisions and inform statewide operations.
Interpret and implement policy changes and guide staff on laws, rules, and procedures related to unemployment benefits.
Collaborate across teams and agencies to enhance service integration and streamline claims center operations.
Represent the Bureau in appeal hearings, court proceedings, and public outreach events.
Apply human resources practices in hiring, training, and staff development to foster a respectful, compliant workplace.
Co-manage teams across the state with other team leaders to coordinate resources, share best practices, and promote consistent service delivery.

Benefits

13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually; vacation accrual increases with years of service, and overtime-exempt employees receive personal leave.
State-paid 85%–100% of employee-only health insurance premiums, depending on salary; a 5% employee-only premium credit is available for participation in the relevant program.
State-paid 100% of employee-only dental insurance premiums.
State contribution of 14.06% of pay to the Maine Public Employees Retirement System.
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness through the State’s qualified-employer status.
Employee assistance program through the Living Resources Program.
Forty-two consecutive calendar days of fully paid parental leave for employees welcoming a child; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.
Additional wellness benefits for State employees.