Operations Manager (DUA - Boston)

The DUA Contact Center Operations Manager manages daily service delivery within assigned Boston and/or Brockton contact center units. The position oversees union supervisors and supports the consistent execution of unemployment assistance customer service, claims support, adjudication support, issue intake, escalation handling, quality review, and staff performance activities.

The position ensures that assigned teams provide timely, accurate, accessible, and professional assistance to claimants, employers, employer agents, representatives, and members of the public. Work is performed in accordance with Massachusetts General Laws Chapter 151A, applicable federal requirements, DUA policies and procedures, collective bargaining obligations, program integrity standards, and established contact center performance expectations.

The Contact Center Operations Manager uses daily operational data, workforce management information, quality assurance results, customer experience trends, and supervisor feedback to address workload needs, coach supervisors, resolve escalated service issues, and support continuous improvement.

The manager develops, implements, and enforces policy decisions to ensure consistent operations and compliance across Contact Center teams and consistently evaluates the effectiveness of such changes and makes necessary changes when needed.

Key Job Responsibilities:

• Manage daily contact center operations for assigned teams, including call and inquiry handling, workload distribution, queue monitoring, escalation support, attendance coverage, service level awareness, and timely completion of assigned unemployment assistance work.

• Supervise, coach, and support union supervisors and lead staff by setting expectations, reviewing performance, providing guidance on policy and procedures, identifying training needs, and promoting consistent staff management practices.

• Monitor operational quality and compliance by reviewing reports, quality assurance findings, customer service trends, case notes, escalation patterns, and adherence to applicable unemployment assistance laws, policies, procedures, and program integrity requirements. Continuously reviews effectives of operations and determines when policy and procedures need to be refined. Develops, implements, and enforces policies as needed.

• Coordinate with training, policy, adjudication, benefits, employer services, technology, language access, and other operational partners to resolve service issues, implement new procedures, and maintain consistent communication across teams.

• Support personnel administration, scheduling, onboarding, performance documentation, labor relations coordination, and other management activities necessary to maintain effective contact center operations.

• Other duties, as assigned.