<p>As a Manager, Unemployment Hearings , you will have responsibility for maintaining high-level client satisfaction and the overall management of hearings operation team which may include multiple business locations and/or home offices. The Manager, Unemployment Hearings role requires analyzing data, including workload-item metrics, and making process recommendations to various stakeholders (internal and external) on how to approach daily tasks and also how to address issues that arise. The Manager, Unemployment Hearings position has direct reports and has key responsibilities in client service, managing work-flow and staffing.</p> <p>What you will do</p> <ul> <li> <p>Lead and/or direct team as appropriate, utilizing excellent communication skills to motivate staff</p> </li><li> <p>Interact with clients, state representatives, management and staff in a professional and knowledgeable manner</p> </li><li> <p>Create, maintain, and utilize existing reports and reporting tools to provide insight into team performance</p> </li><li> <p>Maintain excellent client contact to investigate/resolve concerns, communicate problem resolution and follow-up to ensure client satisfaction</p> </li><li> <p>Analyze claim operations issues and/or client concerns and recommend appropriate solutions</p> </li><li> <p>Implement new ideas to enhance productivity and quality</p> </li><li> <p>Evaluate and develop staff for potential succession and bench strength</p> </li></ul> <p>What experience you need</p> <ul> <li> <p>3+ years of previous team lead and/or management experience</p> </li><li> <p>Bachelor's Degree strongly preferred</p> </li><li> <p>Strong organizational skills</p> </li><li> <p>Experience working with dated materials and adherence to deadlines in a fast-paced environment</p> </li><li> <p>Hands-on knowledge of operational/service practices</p> </li><li> <p>Strong verbal and written communication skills</p> </li><li> <p>Working knowledge/experience of various software applications such as Microsoft Word, Excel and PowerPoint (or similar G Suite applications)</p> </li><li> <p>Understanding of PC functions, including Windows-based applications and ability to learn/understand internal UC technology</p> </li></ul> <p>What could set you apart</p> <ul> <li>Industry knowledge of the unemployment process </li></ul>