CALL CENTER SUPERVISOR

Job Requisition ID: CS 43347 

BPIS: 09406

Start Date: 12/2/2024

Closing Date/Time: 12/16/2024

Agency: Department of Healthcare and Family Services

Class Title: EXECUTIVE II – 13852 

Skill Option: None 

Bilingual Option: None 

Salary: Anticipated starting salary $6,339: Full range $6,339 – $9,178 monthly

Job Type: Salaried

Category: Full Time 

County: Sangamon

Number of Vacancies: 1

Plan/BU: RC062

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Posting Identification Number CS 43347 

Why Work for Illinois?

Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home.

No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.

Postion Overview:

The Department of Healthcare and Family Services, Division of Child Support Services is seeking to hire a motivated candidate to serve as a Call Center Supervisor assigned to our Call Center Team D unit. This position plans, directs, evaluates activities and manages administrative controls of the Customer Service Call Center for Team D; assigns and reviews work; provides guidance and training to assigned staff; counsels staff regarding work performance; reassigns staff to meet day-to-day operating needs; gathers information and issues referrals for Child Support cases; responds to statewide telephone inquiries regarding child support accounts and reviews current and new state statutes and federal regulations that may have impact on operations.

The ideal candidate will have excellent communication, organizational, and analytical skills to be successful in evaluating the operations of the Call Center unit while maintaining working relationships with other governmental professional organizations.

HFS values employees with different backgrounds, life experiences, and talents.

Employees receive a robust benefit package including:

• Monday-Friday work schedule
• Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
• Health, Life, Vision, and Dental Insurance
• Pension Plan
• Paid Parental Leave
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Employees earn (12) paid Sick Days annually.
• New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
• Employees earn (3) paid Personal Days annually.
• (13-14) paid holidays annually (based on start date)

If you are seeking a new opportunity, and this position appeals to you, please apply today!

At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained.

HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.

Essential Functions

• Under general direction, serves as a Call Center Supervisor in planning, directing, and evaluating the activities of Unit 2/Team D in the Division of Child Support Services (CSS) Call Center
• Serves as a working supervisor
• Reviews current and new state statutes and federal regulations to determine significant impact
• Manages administrative controls of the Customer Service Call Center for Team D
• Establishes and implements goals and objectives for the team
• Analyzes telephone system statistical reports
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, preferably with courses in business or public administration
• Requires two (2) years of responsible administrative experience in a public or business organization

Preferred Qualifications

• Two (2) years of child support experience working with state and federal policy relating to child support
• Two (2) years of customer service experience either in a call center or other customer contact setting
• Two (2) years of professional experience working with a child support Statewide Database System interpreting and reading complex financial screens
• Two (2) years of professional experience applying the principles and practices of public and business administration
• One (1) year of professional supervisory experience

Specialized Skills

• Requires two (2) years of child support experience working with state and federal policy relating to child support
• Requires two (2) years of customer service experience either in a call center or other customer contact setting

Conditions of Employment

• Requires the ability to pass a national background check prior to employment due to accessing confidential federal tax information
• Requires the ability to utilize and maintain state issued equipment such as a laptop
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description

Work Hours: Monday – Friday 8:30a.m. – 5:00p.m. 

Work Location: 607 E Adams St Springfield, IL 62701-1634 

Email: HFS.DCSSapps@illinois.go

Posting Group: Leadership & Management

This position DOES contain “Specialized Skills” (as that term is used in CBAs).

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so. 

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon. 

Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• donotreply@SIL-P1.ns2cloud.com
• systems@SIL-P1.ns2cloud.com

Read Full Description