Document Processing Manager

The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.
Under the direction of the Director of Benefit Performance, the Document Processing Manager will lead the operations of the DUA Document Processing Department.
The Document Processing Manager will establish and implement policies and procedures, provide distribution of work and staffing oversight for DUA's Document Processing Department with a clear focus on improving the customer experience, including optimization of personnel, hardware and system enhancements related to DUA's Document Processing efforts in the Revenue and Benefits areas. He/she will provide data analysis and make recommendations to the Director of Benefit Performance regarding technology enhancements and upgrades.
The Manager will direct and coordinate projects that have been identified as priorities by the Director of Benefit Performance while building synergies within all units and maintaining sufficient flow of information and developing effective communications. The incumbent is responsible for messaging, designing, and maintaining Document Processing business flows, report analysis and implementing changes that improve the customer experience with DUA.
Additionally, the Manager will oversee forecasting and plan coverage for the unit's work during peak workload periods and work with the DUA management to allocate resources accordingly.
The successful candidate should have excellent verbal and written communication skills, experience in project management, problem solving, and advanced Microsoft Excel Skills.
Preferred Qualifications:

• Demonstrated ability to work independently and under stressful situations.
• Experience with interviewing, hiring and performance management.
• Experience in managing employees in a union environment.
• Ability to manage and achieve metrics related to the customer experience and DUA business expectations.
• Knowledge and understanding of Workforce Management technology/software, daily scheduling, forecasting and agent adherence.
• Ability to analyze data trends, design and build custom reports.
• Ability to develop and implement training.

SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION'S RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL BE UTILIZED FOR PLACEMENT WITHIN THE SALARY RANGE.
Qualifications:
First consideration will be given to those applicants that apply within the first 14 days.
Applicants must have at least (A) five years of full-time, or equivalent part-time, professional, administrative, supervisory or managerial experience in business administration, business management, public administration, financial management, or professional experience in a particular specialty (i.e. scientific, professional, or technical), and (B) of which three years must have been in a supervisory or managerial capacity, or (C) any equivalent combination of the required experience and the substitutions below.
Incumbents may be required to have a current and valid motor vehicle driver's license at a class level specific to assignment.
Substitutions:
I. A Bachelor's or higher degree with a major in business administration, business management, public administration, financial management, or degree related directly to the specialty may be substituted for one year of the required (A) experience.
II. A Graduate or higher degree with a major in business administration, business management, public administration, financial management, or degree related directly to the specialty may be substituted for two years of the required (A) experience.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.