Hybrid Contact Center Agent
Company: State of Indiana
Posted on: August 6, 2022
Work for Indiana Grow your career with the State of Indiana!
With more than 50 executive branch agencies, the State of Indiana
is a diverse workforce offering employees stimulating and
challenging projects across a broad scope of career opportunities.
As a State of Indiana employee, you impact the well-being of
Indiana's communities every day. At the State of Indiana, we don't
just talk about diversity and inclusion - Our goal is to create a
welcoming, accessible, and equitable workplace, with a workforce
that is representative of the State of Indiana population. As a
proud equal opportunity employer, reasonable accommodations may be
available to enable individuals with disabilities to interview and
to perform the essential functions of a role. About the Indiana
Department of Workforce Development (DWD): Our mission is to
develop a premier workforce that will allow Indiana employers to
flourish and entice businesses from outside our state to relocate
to Indiana. Everyone at DWD will be required to think
outside-the-box; to determine metrics that will allow for
measurement and improvement and efficiencies to be made along the
way. Cutting edge technologies will be utilized to help assess
Indiana's employment future. If managed properly, Indiana's
workforce will be second to none and completely prepared for the
next phase of the state and country's economic growth. Salary: This
role is typically filled with a starting salary of $30,082. Work
Location: This position is a hybrid position. After training, you
will spend 3 days in the office and 2 days remotely. Training
typically lasts 2 to 3 months. When working remotely, you will be
required to have your computer hardwired into your internet
utilizing an ethernet cable. You will also need to provide a space
to work in your home free of distractions. Remote work schedules
are assigned due to the need of the agency. Please note that there
is always a potential for you to be required to come into the
office due to employer needs. About the Job: The Program Specialist
serves as a claims specialist in the administrative office of the
Employment Security Division with specific program areas. A Day in
the Life: The essential functions of this role are as follows: *
Researches and establishes applicants' entitlement to applicable
* Acts as a consultant and specialist in programs for all local and
* Researches and recommends changes in program procedural problems
and implements changes.
* Coordinates program with regional office personnel and discusses
and evaluates problems and program goals.
* Prepares special statistical reports relative to program.
* Reviews and evaluates local office for non-monetary
determinations of applicants' entitlement and unemployment
insurance and recommends corrective action.
* Researches administrative office records on problem cases,
analyzes individual problems and determines a course of action
necessary to resolve the case.
* Advises local office managers and claims deputies on entitlement
and procedures of program.
* Reviews manual procedures and keeps them current on special types
* Attends and participates in regional and national meetings
relating to program.
* Makes suggestions as to needed changes in procedural manuals and
* Assists in developing and designing required claims forms.
* Anticipates and coordinates requisition of claims forms and
* Follows-up on supply requisitions and deliveries.
* Updates contents and redesigns special directories, calendars,
informational leaflets and booklets.
* Researches manual and makes needed changes.
* Develops, coordinates and conducts training classes for program
* Coordinates program and section needs relative to data
processing. The job description is not designed to cover or contain
a comprehensive listing of activities, duties or responsibilities
that are required of the employee. Other duties, responsibilities
and activities may change or be assigned at any time. What You'll
Need for Success: * Specialized knowledge of one specific program
area within Employment Security Division such as Federal
Unemployment Insurance or Trade Readjustments Allowance.
* Thorough knowledge of administrative and local office operational
objectives and ability to effect smooth operational programs.
* Knowledge of data processing capabilities as they relate to the
specific program area.
* Understanding of the laws relating to specific program area and
the ability to interpret applicable rules and regulations.
* Ability to write programs to install new revised procedures for
the purpose of changes in the specific department or program
* Effectively communicate, both orally and in writing.
* Ability to relate to personnel on state, interstate, regional and
national level. Supervisory Responsibilities/Direct Reports: This
role does not provide direct supervision to direct reports.
Benefits of Employment with the State of Indiana: The State of
Indiana offers a comprehensive benefit package for full-time
employees which includes: * Three (3) medical plan options
(including RX coverage) and vision/dental coverages
* Wellness program (offers premium discount for the medical plan
and gift cards)
* Health savings account (includes bi-weekly state
* Deferred compensation account (similar to 401k plan) with
* Two (2) fully-funded pension plan options
* Group life insurance
* Employee assistance program that allows for covered behavioral
* Paid vacation, personal and sick time off
* Competitive leave policies covering a variety of employee
* 12 company paid holidays, 14 on election years
* Qualified employer for the Public Service Loan Forgiveness
* New Parent Leave
* Free Parking
* Free LinkedIn Learning Equal Employment Opportunity: The State of
Indiana is an Equal Opportunity Employer. Current Employee? Click
here to apply.
Keywords: State of Indiana, Kokomo , Hybrid Contact Center Agent, Sales , Kokomo, Indiana
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