Department Information
THIS POSITION IS OPEN TO CURRENT RESIDENTS OF COLORADO ONLY
THIS ANNOUNCEMENT WILL REMAIN OPEN UNTIL 5:00 PM ON TUESDAY, MAY 9, 2023
This position will have remote and hybrid workplace options available but will still be required to report weekly to the listed address at the discretion of the supervisor and based on business need.
The Department of Labor and Employment keeps Colorado strong and competitive. We connect workers with great jobs and assist those who have been injured on the job. We help people who are unemployed through no fault of their own by providing temporary wage replacement and we ensure fair labor practices. We provide an up-to-date and accurate picture of the economy that helps in decision making. And we protect the workplace – and Colorado communities – with a variety of consumer protection and safety programs.
This is a values-driven organization, committed to accountability, agility, collaboration, and respect.
We believe in outstanding customer service, an inclusive culture, continued process improvement and in our role as a trusted and strategic partner. Recognizing that knowledgeable employees drive our success, we are seeking dedicated individuals who exhibit our shared values and our passion for quality and excellence in all we do.
In addition to rewarding and meaningful work, we offer excellent benefits:
- RTD Eco-Pass Commuter Program
- Access to participate in employer-supported employee affinity spaces
- BenefitHub state employee discount program
- MotivateMe employee wellness program
- Short- and long-term disability coverage
- Excellent work-life programs, such as flexible schedules, training and more
- 11 paid holidays per year plus vacation and sick leave
- Medical and dental health plans
- Paid life insurance
- Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
- Employer supplemented Health Savings Account
- Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs
Our agency website: Colorado Department of Labor and Employment
CDLE has implemented a pilot program on March 1st, 2022 which will award Disability Hiring Preference Points similar to the Veterans’ Preference Points program. During your application process you will be asked if you would like to be considered for either of these programs for additional points in the hiring process. To learn more about Disability Hiring Preference and what will be required to participate, please visit our website: https://sites.google.com/state.co.us/disability-hiring-preference/home
PLEASE NOTE: With the beginning of this program, CDLE will no longer accept attachments of any kind with applications. Please be as thorough as possible in documenting your education and work history in the application system. Attachments will not be accepted or considered during any phase of the hiring process including minimum qualification screening, comparative analysis, or interviews. Description of Job
The salary range for this posting is -
$33.95 - $47.60 Hourly
$2,715.69 - $3,807.69 Biweekly
$5,884.00 - $8,250.00 Monthly
$70,608.00 - $99,000.00 Annually
The purpose of this position is to create a work environment that encourages successful customer interactions, a ‘culture of care’, high performance and provides guidance and assistance in the new Family and Medical Leave Insurance division. Is assigned to the FAMLI Customer Contact Center (CCC). This role is the first-line supervisor who exercises independent judgment in directing work assignments, and monitors and evaluates employee performance of CCC agents with the support of the CCC Manager. This position manages productivity, timeliness and quality, and is responsible for the work unit’s performance outcomes. It serves as a content knowledge resource for agents responding to contacts regarding FAMLI program Claims and is expected to be available for those requesting to speak with the next level of management.
This position serves as a content knowledge resource for the work unit, peers and management by answering complex policy and process questions, recommending initiatives and/or interventions to enhance the CCC experience and sharing of FAMLI program policies and rules. This role participates and provides input for inter-group collaboration and communication, including FAMLI Division Management, and works to further the objectives of the FAMLI Division and CDLE.
Additionally, this role ensures compliance with all state and federal laws, and departmental, division and unit regulations, policies, procedures and/or standards for their teams. And, assists with integration and assimilation of new or modified policies, practices, or procedures into CCC regular business practice.
This position serves as a work leader and core knowledge subject matter expert on the administration of the FAMLI program and performs quality reviews of the work performed by staff. Position creates, trains and imparts advanced knowledge, technical guidance and policy direction while maintaining acceptable levels of staff performance and accountability.
This position collaborates with peers and supervisors to identify and recommend changes in work process and/or procedures to improve program quality. With this, it reviews reports with the intent of analyzing the data of calls and CCC goals and then reporting the information to management to determine future goals and ongoing strategies and to maximize team members’ skill sets for success and growth. This L & E IV role models CDLE’s values and philosophy, encouraging and rewarding team members who embody agency values and philosophy of being committed to accountability, agility, collaboration and respect.
Through demonstrated leadership skills and abilities, professional experience, expertise and knowledge, this position identifies and resolves complex problems and issues and serves as a resource to communicate effectively and work collaboratively with inter-group units, including FAMLI management.
This position oversees the progress of new and experienced agents’ quality of work and it provides onboarding and training to CCC staff regarding the application, implementation and adaptation of policies, practices and procedures to improve the quality of work in the organization.
Minimum Qualifications
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
Substitutions
Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.
Additional appropriate education will substitute for the required experience on a year-for-year basis.
Education And Experience
Bachelor's degree from an accredited institution in a field of study related to the work assignment.
AND
Three years of professional experience in an occupational field related to the work assigned to the position to include a combination of: Professional call center experience including experience with staff, resource planning and reporting.
Preferred Qualifications
- Experience performing alike duties as a State of Colorado classified employee.
- Remote staff management or supervision.
- Experience developing training and onboarding in a business setting
- Supervisory experience.
- Call Center supervisory/management experience.
Required Competencies
- Customer contact center quality assurance and data analysis skills for reporting and to inform future goals and strategies
- Training and onboarding experience
- Identifies Issues and provides solutions and problem solving
- Computer Proficiency - ability to quickly learn new programs and train forward or others; including development of materials and curriculum
- Customer service background
- Ability to direct agents in their job and provide timely, constructive coaching, support and feedback
- Customer call center experience
- Positive team management and supervision experience
Conditions Of Employment
- Must be a Colorado resident at time of application.
- You must pass a thorough background check prior to employment which will include the E-Verify process.
Appeal Rights
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (
[email protected]), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
