INTERNAL POSTING - UI Assistant Hub Manager - Sumter

Assistant Hub Manager

Business is booming in South Carolina! Are you ready to be a part of developing and connecting the next generation of workers in this state? Year after year, experts pick our state as one of the best in the country for doing business. Just last year, South Carolina announced more than 14,000 new jobs and $10 billion in capital investment. Entrepreneurs are flocking to cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses. And our hospitality industry is primed to take off as travelers from around the world continue to discover the beauty and accessibility of South Carolina's mountains and coast.

Here at the South Carolina Department of Employment and Workforce (DEW), we are laser-focused on connecting every jobseeker who comes through our doors with their next great career opportunity! Are you looking for a meaningful position at an agency brimming with optimism and camaraderie that also offers job security, affordable health insurance, great retirement benefits, and work-life balance? If so, continue reading to discover your chance to make a difference at DEW!

INTERNAL POSTING - only current DEW employees will be considered.

Job Description

Are you an experienced professional in administrative, supervisory, or management roles with a strong background in claims processing and adjudication? Our Assistant Hub Manager will play a vital role in the Unemployment Insurance (UI) Division in Sumter. Under general supervision, the incumbent will ensure day-to-day operations of the UI Call Center and program requirements for the Reemployment Services and Eligibility Assessment (RESEA) program are completed in accordance with agency, state, and federal requirements. This role requires a decisive individual who can adapt to changing circumstances, analyze problems effectively, and work well in a team environment. The Assistant Hub Manager will provide the day-to-day oversight and assessment of staff performance and operational oversight to Hub staff regarding the statewide UI Call Center.

Key Responsibilities

• Ensure all policies, procedures, and standard business practices are applied consistently statewide in a timely manner for the administration of Unemployment Insurance (UI) programs.
• Oversee all day-to-day operations of the UI Hub and RESEA program requirements, ensuring compliance with agency, state, and federal requirements.
• Assess staff's quality scores from the QA / QC Department to provide individualized training necessary to achieve overall agency goals.
• Provide operational oversight and assistance to Contact Center Representatives regarding the statewide UI contact center, ensuring all contact center metrics are met.
• Serve as the point of contact for threatening calls received by staff through the UI contact center.
• Manage human resource activities for assigned personnel, including development and training, timely completion of planning stages, EPMS forms, and other necessary updates.
• Provide coaching and feedback on activities and performance in collaboration with the HUB Manager, ensuring new hires are trained promptly and periodic staff training is conducted.

If you're ready to take on this challenge and help support South Carolina's workforce system, please apply. We look forward to hearing from you!

Minimum and Additional Requirements

Education and Experience

A high school diploma and a minimum of 2 years of administrative, supervisory, or management experience. At least 2 years of progressive experience in claims processing, adjudication, insurance, or similar activities. Considerable knowledge of federal and state laws and regulations pertaining to unemployment insurance.

Additional Requirements

Ability to interpret and apply laws, regulations, policies, and procedures. Effective written and verbal communication skills. Ability to exercise judgment and discretion. Ability to supervise a staff of professional and technical employees effectively. Detail-oriented with excellent organization and time management skills.

Preferred Qualifications

Considerable knowledge of federal and state laws and regulations pertaining to unemployment insurance. Ability to interpret and apply laws, regulations, policies, and procedures. Effective written and verbal communication skills. Ability to exercise judgment and discretion. Ability to supervise a staff of professional and technical employees effectively. Detail-oriented with excellent organization and time management skills.

Additional Comments

Supplemental questions are considered part of your official application. Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.