Associate Manager of CCC Service and Performance; Vansant, Agency

Position: Associate Manager of CCC Service and Performance (Vansant, Agency Employee Only)
Location: Vansant

Title:

Associate Manager of CCC Service and Performance (Vansant, Agency Employee Only)

State Role

Title:

Prog Admin Specialist II

Hiring Range:
Commensurate to $85,000

Pay Band: 5

Agency:
Virginia Employment Commission

Location:

VANSANT CCC

Agency Website: https://(Use the "Apply for this Job" box below)./

Recruitment Type:
Agency Employee Only - A

Job Duties

The Virginia Employment Commission (VEC) is seeking an Associate Manager of Customer Contact Center Service & Performance to provide operational and technical leadership that ensures high-quality, accurate, and timely delivery of Unemployment Insurance (UI) services. This role oversees daily call floor operations, directs supervisors and specialists, and manages real-time workflow to meet service standards while reinforcing training and ensuring staff are fully prepared to support customers.

The position serves as a primary technical resource on UI programs, inquiries, adjudication and appeals procedures, as well as managing Benefit Payment, Charge, and Control operations. The Associate Manager monitors performance metrics, drives continuous improvement, supports fraud recognition efforts through proper use of the Pin Drop platform, and collaborates with Training, Quality Assurance, Workforce Management, Fraud Prevention, and UI program partners to strengthen processes and promote consistent, high-quality service delivery.

Join the VEC and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia's Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML).

Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

If you're motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Minimum Qualifications

* Comprehensive knowledge of contact center operations, service standards, and performance metrics;
Unemployment Insurance (UI) program requirements including claims filing, inquiries, adjudication, appeals, and Benefit Payment/Charge/Control processes; UI eligibility and regulatory requirements; training and knowledge base management; and fraud recognition practices such as proper use of the Pin Drop platform.

* Skilled in communication, coaching, performance management, conflict resolution, problem solving, data analysis, and building effective cross functional relationships with Training, Quality Assurance, Fraud, and UI program units.

* Ability to lead and develop supervisors and staff; accurately interpret and apply UI policies and procedures; guide others in proper application; support continuous improvement; and maintain accuracy, compliance, and service quality in a fast paced, performance driven environment

Additional Considerations

* Experience in UI claims, adjudication, appeals, or employer account processes.

* Experience with quality assurance, workforce management, or employee development.

* Experience supporting fraud recognition efforts or using fraud detection tools such as Pin Drop.

* Experience collaborating with Training, Quality Assurance, Fraud, or UI program units to support operational consistency and staff readiness.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of…