Job Description

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Professional Licensing Agency:

The Indiana Professional Licensing Agency is seeking an individual to help protect the health and safety of the citizens of Indiana by providing quality, efficient service to all professional licensees, applicants, and the public. The fundamental purpose of this position is to provide administrative support to the board director, the licensing board/commissions, and to directly supervise the customer service representatives’ projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.

Role Overview : 

The Call Center Manager creates a positive, supportive and collaborative work environment that motivates their team members to perform well and deliver an outstanding customer experience. The Supervisor manages agent performance across multiple channels of interaction, including telephone, email and chat.

This position supervises a staff of Contact Center to ensure the highest level of customer service to our applicants and licensees. The supervisor is responsible for the successful implementation of sectional goals and objectives, for the development of employees, and for effective and efficient operational flows in the area. The Supervisor is responsible for ensuring agents understand and comply with all Contact Center objectives, performance standards and policies and motivating them through positive communication and feedback.

The Call Center Manager works to ensure the highest level of customer focus, with a strong commitment to Hoosier applicants and licensees through continuous, innovative methods to increase accuracy, efficiency and productivity in all areas of departmental operations and licensing administration.

Salary Statement : 

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education or work experience.

A Day in the Life:

The essential functions of this role are as follows:

• Monitor key performance indicators to ensure program effectiveness.
• Assist in developing, updating, and monitoring all policies and procedures related to the program area.
• Answer customer questions about program policies and procedures.
• Act as technical consultant to stakeholders to clarify and interpret policies and procedures.
• Prepare and disseminate monthly and annual program reports.
• Review the budget and program assets are allocated appropriately.
• Monitor compliance and make recommendations to the program to increase efficiencies.
• Prepare training materials and train agency employees on program requirements and usage.
• Deliver communication plans and communications.
• Serve as a liaison between agency and other state and federal agencies.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

• a Bachelor's Degree and 1+ year of experience, or
• an Associate's Degree and 3+ years of experience, or 
• at least 5+ years of experience applying the below, outlined knowledge, skills, and abilities in a similar role. 

Related certifications and coursework may be considered for education or experience.

• Working knowledge in program subject matter obtained through experience and/or education. 
• Specialized knowledge of program area including pertinent rules and regulations.
• Basic knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to implement new principles and policies and discern any far-reaching implications.
• Ability to communicate effectively.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.
• Able to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

   

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov .

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