State of Washington

Compensation

Full Description

JOB The ideal candidate is a confident, people-centered leader who thrives in a dynamic, service-driven environment. You communicate with clarity, coach with empathy, and bring steadiness to complex operational challenges. You excel at developing others, navigating policy, and fostering a culture of accountability, inclusion, and continuous improvement. You balance customer service, compliance, and operational efficiency while supporting staff through change and growth.As a Team Supervisor within the Customer Care Team unit reporting to the Service Delivery Manager, these positions will directly supervise a unit of Leave and Care Specialists and/or Technicians which have varying duties that support operational functions and timely services to customers. You will be supporting both the Paid Leave and WA Cares programs. Your ability to provide leadership to our team of professionals as they provide customer support and process all claims will contribute to the agency’s mission, performance standards, and objectives. You will also be responsible for the growth and development of Leave and Care professionals to include hiring, retention, professional development, and succession planning. This full-time/permanent Team Supervisor will ensure quality services are provided to employers and citizens of Washington State. This position is primarily telework; however, you may need to participate in office for meetings or special events.This position has an anticipated start date of 3/16/2026 EXAMPLE OF DUTIES In this leadership role, you will oversee daily operations for an assigned unit, providing supervision, coaching, and performance management for Benefit Specialists and Team Leads. You will review work for accuracy, ensure compliance with laws and policies, and guide staff through complex or escalated cases. You will also support operational planning, collaborate with cross-functional partners, and contribute to process improvements that strengthen service delivery. Your work directly supports the growth, development, and long-term success of Leave and Care professionals.Some of your duties may include: Supervise a unit of Benefit Specialists and/or Benefit Technicians, assigning work, coaching staff, reviewing performance, and supporting operational priorities.Set team and individual goals, track outcomes, review Quality Assurance results, and lead continuous process improvements.Write performance expectations, conduct evaluations, approve leave and timesheets, and support staff development through training and individualized support plansAddress workplace issues by mediating conflict, consulting with the Service Delivery Manager and HR on potential disciplinary actions, and ensuring Position Description Forms remain accurate and current.Provide guidance on complex or difficult cases, research solutions, and support staff in resolving customer issues.Use computer systems to document case resolutions and monitor individual and team production.Explain Paid Family & Medical Leave and WA Cares requirements, eligibility criteria, and services to staff and customers.Interpret RCW, WAC, and agency policies to ensure accurate, compliant service delivery.Recommend process improvements and collaborate with management, Logistics, and other operational teams to meet business goals.Support operations by performing supervisor-level direct work, including underpayment processing, support ticket entry, and innovative workflow solutions.Participate in special projects, attend required trainings, and assist with recruitment, interviews, and hiring recommendations.To request a detailed position description, click here. SUPPLEMENTAL INFORMATION Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self. Opportunity for AllWe strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Katie Swanson, 360-742-8208 or the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.**This organization participates in E-Verify**