LCD Benefits Specialist 4 - Supervisor - Telework

The ideal candidate will have excellent communication and relationship building skills. They will clearly understand, proactively support, and model the Vision, Mission and Purpose of the Leave and Care Division. Flexibility and adaptability to apply evolving policies, processes, program requirements, technology, and tools are essential. They are able to remain calm under pressure, effectively manage job-related stress, and are optimistic when faced with challenges. This candidate would have the ability to implement planning, scheduling, reporting, monitoring, and training programs in a contact center environment and have experience supervising a team.

As a Team Supervisor within the Customer Care Team unit reporting to the Service Delivery Manager, you will directly supervise a unit of Leave and Care Specialists and/or Technicians which have varying duties that support operational functions and timely services to customers. You will be supporting both the Paid Leave and WA Cares programs. Your ability to provide leadership to our team of professionals as they provide customer support and process all claims and premium collections will contribute to the agency's mission, performance standards, and objectives. You will also be responsible for the growth and development of Leave and Care professionals to include hiring, retention, professional development, and succession planning. This full-time/permanent Team Supervisor will ensure quality services are provided to employers and citizens of Washington State. This position is primarily telework; however, you may need to participate in office for meetings or special events.

NOTE: This opportunity is Internal only and available only to current Employment Security Department employees.

The salary listed for this job includes the Legislative approved three percent general wage increase for state employees effective as of July 1, 2024.   The Leave and Care Team Supervisor's primary responsibility will be to directly supervise a unit of Leave and Care Specialists and/or Technicians who have varying duties that support timely services to customers and operational functions.

Some of what you'll be doing:

• Directly supervise a unit of Employment Security Benefit Specialists or Benefit Technicians which have varying duties that support operational functions and timely services to customers.

• Assigns work, coaches, mentors, and evaluates specialists, supports operational priorities and reviews work of specialists. Leads the team in setting team and individual goals, objectives, tracking outcomes, and continually improving processes.

• Writes performance expectations and evaluates direct reports' performance.

• Approves leave requests and timesheets for reporting staff.

• Reviews Quality Assurance Scores with reporting staff.

• Responsible for the delivery and completion of individual support plans including additional training as needed.

• Reviews Position Description Forms to ensure they are accurate and current.

• Works with staff to resolve routine customer problems by identifying the issues, determining procedural steps necessary to bring resolution, and communicating results to the client/customer.

• Provides guidance and expertise to staff regarding complex or difficult cases.

• Conducts continuous review for suggested process improvements on processing Leave and Care work and ensures staff look for accuracy, completeness, and compliance with rules and policy.

For a full description of duties - please click here to request from recruiter:  PDF Request .

Required qualifications:

The qualified candidate will have 1 or more of the following experiences and/or education:

A combination of education and/or relevant experience equivalent to six (6) years, which includes a minimum of 2 years of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination, AND one (1) year of supervisory experience.

OR: One (1) year as an ES PFML Specialist 3 AND at least one (1) year of supervisory experience.

OR: One (1) year as a PFML Specialist 3 with another state that administers a paid family and medical leave program AND  at least one-year supervisory experience.

Applicable degrees include:

Health | Social Science | Public Administration | or Related field

Education to Experience Equivalences:

Associate Degree = 2 years | Bachelor's Degree = 4 years | Master's = 5 years

Additional Requirement of Employment:

• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.

• An employee driving on state business shall have a valid driver's license.

• An employee driving a privately owned vehicle on state business shall have liability insurance on the privately-owned vehicle.

Leave and Care Operations Leadership Competencies:

• Must be able to clearly understand, proactively support and model the Vision, Mission and Purpose of the Leave and Care Division.

• Must model flexibility and adaptability to apply evolving policies, processes, program requirements, technology, and tools.

• Must perform all duties with the goal of exceeding customer expectations and meeting the needs and expectations of customers at the first possible opportunity.

• Must remain calm under pressure, effectively manage job-related stress, and be optimistic when faced with challenges.

• Must model regular and predictable attendance.

• Must perform all duties with a focus on quality assurance, customer service and Lean concepts.

• Must be dependable and focused on completing work tasks timely, accurately and in accordance with rules and regulations.

• Must be able to guide the team in resolving challenges and conflicts.

• Ability to develop/lead effective teams.

• Ability to cultivate and foster processes necessary to resolve customer service issues in a telephone and web-based service delivery system.

• Knowledge of coaching and mentoring techniques.

Knowledge of and ability to lead in a Contact Center environment:

• Demonstrated ability to navigate and guide others in navigating through a contact center environment; effectively using and guiding others in the use of telephone systems, computer systems and other available technology, automation programs and web-based programs to complete assigned work.

Supervision:

• Demonstrated experience supervising a team, ensuring consistent application of policies and performance expectations.

• Demonstrated experience in the delivery of state and/or federal programs.

• Demonstrated experience in the application of state and federal laws, rules, policies, and procedures to programs and/or services.

• Ability to implement planning, scheduling, reporting, monitoring, and training programs in a Contact Center environment.

Quality Management:

• Knowledge and experience in continuous business improvement cycle, and

• Ability to understand and focus on customer needs.

• Analytical skills-use logic and reasoning to assess data, form logical conclusions, evaluate options, and make decisions or recommendations.

• Research skills-collect, synthesize, and evaluate information. Must be able to read and understand State laws, agency policies, procedures, memos, and directives and apply that information to address complex issues.

• Writing skills-- Must be able to present complex information to audiences with varying skill levels.

Technology:

• Ability to learn, understand and effectively work with technology in support of contact center business practices, e.g., telephony, IVR, PC applications, LANs, and scheduling software.

Communications:

• Oral communication skills-convey information orally according to the needs of the audience, receive and understand spoken information. Must be able to communicate frequently and effectively with people in difficult situations, including defusing anger, calming people, working with people with communications challenges, etc. Must be able to present complex information to audiences with varying skill levels. Must be able to professionally communicate with ESD management, peers, clients, and the public. Ability to effectively communicate to internal and external stakeholders.

• Writing skills-- Must be able to present complex information to audiences with varying skill levels.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Attach your Resume and Cover Letter with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.  Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship.  We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.  

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program.  Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711. 

This organization participates in E-Verify