Agency Information: Kansas Department of Labor

The Kansas Department of Labor (KDOL) assists in the prevention of economic insecurity through unemployment insurance and workers compensation, by providing a fair and efficient venue to exercise employer and employee rights, and by helping employers promote a safe work environment for their employees. This facilitates compliance with labor laws while enabling advancement of the economic well-being of the citizens of Kansas.

At KDOL, our employees are our most valuable resource. We encourage our employees to grow and advance by participating in job shadow/training opportunities within KDOL. We value work-life balance and offer flexible schedules and telework opportunities.

As a quickly growing agency, we are always looking for passionate, talented and creative people to join our team. If you’re looking for a challenge that will lead you to the next level of your career, you’ve found the right place. Come grow with us!

Learn more @ dol.ks.gov

About the Position

• Who can apply: Open to all
• Classified/Unclassified Service: Unclassified
• FLSA Status: Nonexempt
• Full-Time/Part-Time: Full-Time
• Work Schedule: Monday - Friday, 8:00am - 4:30pm
• Eligible to Receive Benefits: Yes
• Veteran and/or Disability Preference Eligible Yes See below for description and how to apply
• Office Location: Topeka
• Application Due: Open until filled
• Compensation: $20.13 - 22.16/ hour *Wage is commensurate with experience and education.

Employment Benefits

• First day of employment coverage under the State’s comprehensive medical and prescription drug coverage and dental plan.
• Additional voluntary options including vision, hospital indemnity, accident and critical illness insurance plans and flexible spending accounts.
• Retirement and deferred compensation programs
• Sick & Vacation leave
• Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
• Paid State Holidays (designated by the Governor annually)
• Employee discounts with the STAR Program
• We celebrate employee appreciation and host socializing events

Visit the Employee Benefits page for more information…

Position Summary & Responsibilities: Contact Center Operations Coordinator

The Unemployment Contact Center Operations Coordinator plays a crucial role in ensuring the smooth functioning of a call center by continuously monitoring multiple screens to analyze and adjust staffing levels for optimal customer service. This position demands a blend of high attention to detail, assertiveness, and interpersonal skills to manage and retain a dynamic flow of service in a fast-paced environment.

Key Responsibilities:

• Real-Time Monitoring: Oversee multiple monitors displaying real-time data on call volume, wait times, agent performance, and customer satisfaction metrics. Quickly identify trends and potential issues to ensure that staffing levels align with demand.
• Staffing Adjustments: Make informed decisions to adjust staffing levels based on current needs. This involves reassigning tasks, shifting agents between different queues, and scheduling breaks to maintain efficiency and service quality.
• Data Analysis: Analyze performance data to identify patterns, forecast busy periods, and plan for peak times. Use this data to develop strategies for improving service delivery and operational efficiency.
• Technology Utilization: Operate and troubleshoot advanced call center software and technology platforms. Stay updated on new tools and systems that can enhance operational effectiveness.
• Decision Making: Assertively make decisions on staffing and operational adjustments while balancing the immediate needs of the call center with long-term goals.
• Team Engagement: Foster a positive work environment by being approachable, supportive, and communicative. Engage with staff to understand their concerns, provide feedback, and offer solutions to improve job satisfaction.
• Problem Solving: Think creatively to resolve issues, address unexpected challenges, and implement innovative solutions to enhance overall performance.

Key Skills and Attributes:

• Attention to Detail: Meticulously analyze data and operational metrics to ensure accuracy and effectiveness in staffing decisions.
• Assertiveness: Confidently make and communicate decisions regarding staffing and operational adjustments, ensuring that changes are implemented smoothly and effectively.
• Interpersonal Skills: Maintain a supportive and motivating presence, engaging with staff in a way that builds trust and encourages retention.
• Technical Proficiency: Comfortable with a variety of call center technologies and software. Able to quickly adapt to new systems and tools.
• Multitasking Ability: Manage multiple tasks and priorities simultaneously, maintaining focus and effectiveness in a dynamic work environment.
• Creative Thinking: Apply innovative approaches to problem-solving and process improvements, finding new ways to enhance operational efficiency and service quality.
• Personability: Build strong relationships with team members and other departments, creating a collaborative and positive work environment.

The ideal candidate will combine these skills to excel in a role that is both demanding and rewarding, driving continuous improvement in call center operations while nurturing a dedicated and motivated team.

Minimum Requirements:

• High School Diploma or GED equivalency
• Minimum of one year in an office setting to include experience with Microsoft Office.
• Minimum of one year in a leadership, supervisory or management role where decision making, team engagement or project management were key responsibilities.

Preferred Requirements:

• Minimum of one year experience in the managing of call center queues.
• A Bachelors degree in Business Administration, Management, Information Technology, or a related field. Relevant certifications or coursework in management or operations can be beneficial.

Special Knowledge, Skills and Abilities:

• Engages effectively with KDOL Staff
• Demonstrates a track record of managing multiple projects and meeting deadlines
• Possesses exceptional verbal and written communication abilities
• Works well independently and collaboratively within diverse teams
• Adapts and thrives in a dynamic environment
• Demonstrates strong interpersonal and relationship-building skills
• Analyzes performance metrics and data to identify trends and make informed decisions

Post-Offer, Pre-Employment Requirements:

• State of Kansas Tax Clearance Certificate. The successful applicant (even non-residents) must obtain a valid Kansas Certificate of Tax Clearance by accessing the Kansas Department of Revenue's website within 10 days of the date the applicant has been offered the employment position. A Tax Clearance is a comprehensive tax account review to determine and ensure that an individual's account is compliant with all primary Kansas Tax Laws. A Tax Clearance expires every 90 days. This is in accordance with Executive Order 2004-03. If you need assistance with the tax clearance, please contact (785) 296-3199. Visit the Tax Clearance site for more information on and where to obtain this Kansas Department of Revenue document.

Contact Information

Name: Pamela Hann
Email: [email protected]
Mailing Address: 401 SW Topeka Blvd., Topeka, KS 66603

Job Application Process

• First Sign in or register as a New User.
• Complete or update your contact information on the Careers> My Contact Information page. *This information is included on all your job applications.
• Upload required documents listed below for the Careers> My Job Applications page. *This information is included on all your job applications.
• Start your draft job application, upload other required documents, and Submit when it is complete.
  • Manage your draft and submitted applications on the Careers> My Job Applications page.
• Check your email and My Job Notifications for written communications from the Recruiter.
  • Email – sent to the Preferred email on the My Contact Information page
  • Notifications – view the Careers> My Job Notifications page

Helpful Resources at jobs.ks.gov: “How to Apply for a Job – Instructions” and “How to Search for a Job – Instructions"

Required Documents for this Application to be Complete

Upload these on the Careers - My Job Applications page

• Résumé
• DD FM 214 (if you are claiming Veteran’s Preference)

Helpful Resources at jobs.ks.gov: “How, What, & Where do I Upload Documents”

Preference Eligibility:

How to Claim Veterans Preference

Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.

Learn more about claiming Veteran’s Preference

How to Claim Disability Hiring Preference

2024 Senate Bill 333 creates an employment preference for qualified job applicants that have physical, cognitive and/or mental disabilities when applying for state jobs. The preference is available to individuals who are not currently working for the State of Kansas who apply for a State job, as well as to current State employees who apply for a different job or promotion.

Learn more about claiming Disability Preference

PLEASE NOTE: The documentation verifying a person’s eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS either by fax, email or post office mail as indicated:

These documents should be sent by fax to (785) 296-7712, scanned and emailed to [email protected], or can be mailed or delivered in-person to:

ATTN: Disability Hiring Preference Coordinator
Office of Personnel Services
Landon State Office Building
900 SW Jackson, Rm 401
Topeka, KS 66612

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.