Member Connection Center Supervisor

Who We Are:

The Washington Federation of State Employees (WFSE), AFSCME Council 28, has a long history of fighting for workers’ rights and employee benefits while tackling social justice issues with passion and energy. The WFSE has been operating in the state capital for over 80 years fighting for fairness and equality. We ensure hard-working public service workers get better pay, health care, retirement, and a healthy work environment. There is more to accomplish, and we believe we can accomplish it with the right personnel. Come join our team and be part of a larger mission that will make an impact for years to come. Learn more about who we are at: wfse.org.

What We’re Looking For:

The Washington Federation of State Employees (WFSE) is recruiting to fill a vacancy for a Supervisor in the Member Connection Center (MCC). The MCC is an innovative fast paced and intense communication center serving the 48,000 members of our union. This position is critical to the mission of the Washington Federation of State Employees and employs leadership skills and the ability to network with field office staff, the public, and external stakeholders to accomplish the needs of its members and the organization. The MCC Supervisor is responsible for the daily operations of the Member Connection Center and ensures that members are receiving the resources needed to fulfill our representational duties. This position supervises eight (8) FTE’s and manages the staffing schedule, proper staffing levels, reviewing and approving leave and expenses, promoting teamwork, working with the Executive Director, Field Services Director, and Human Resources on corrective and disciplinary actions, and ensuring adherence to all policies and procedures. This position identifies member representational needs and services, provides sound guidance on members’ rights, and assists with technical expertise for escalated calls. Manage all local communication to ensure staff and MCC maintain up-to-date information. Maintain MCC’s centralized folders, references, and resources. Develop and maintain all standard operating procedures and identifies opportunities for the MCC to provide better support to members and stewards.

This position audits staff call performance, quality, and accuracy to ensure the MCC is meeting its members’ needs and contributing to the mission of the WFSE. Track’s data and presents reports to the Field Services Director to ensure the MCC is achieving its operational goals. Oversees and manages specialized programs as directed by the organization. Coach and develop MCR’s and conduct training sessions and presentations to MCC staff. Monitor and accept inbound phone queues and assist or reassign staffing resources when necessary. Support staff with questions regarding investigations, member meetings, reallocations, formal grievance process and higher-level calls. Hold staff accountable including corrective action steps if needed and prepares and administers annual staff performance evaluations. This position acts as a liaison with WFSE Council Reps, Organizers, Labor Advocates, Special Project Coordinator, Legislative and Political Department, and Supervisors to ensure the MCC is providing proper support, and members are being routed to the proper staff member to solve contract issues. Must have a valid Washington driver’s license, access to a reliable vehicle, automobile insurance, and the ability to travel are mandatory conditions of employment. 

Other duties as assigned.

Required Qualifications:

• Minimum of 2 years’ experience supervising or managing staff.
• Labor Union experience, specifically in organizing and representation.
• A willingness to work long and irregular hours, including weekends, and participate in all union-wide activities.
• Ability to work effectively with members and staff from diverse ethnic, social, and economic groups.
• Must have a valid Washington driver’s license, access to a reliable vehicle, automobile insurance, and the ability to travel are mandatory conditions of employment. 
• May be called upon to carry and move up to twenty (20) pounds of weight; participates in activities requiring extended periods of standing and sitting, both indoors and outdoors. 
• Possess strong written and oral communication skills, by reading, writing, and communicating effectively. 
• Willingness to work long and irregular hours, including nights and weekends.  

Desirable Qualifications:

• College degree and/or combination of education and experience.
• Call center experience in a high volume inbound/outbound environment a plus.

Special Note:

It is expected that selected candidates live within commuting distance of their assigned work location and live within Washington state. This position is overtime exempt and will be required to work some weekends. Travel is normally limited to the assigned area of responsibility. Must have a valid driver’s license, use of personal vehicle, and valid vehicle insurance. A driving record request and a background check will be conducted as a condition of employment. Benefits include 12 paid holidays, annual and sick leave, $150 monthly cell phone allowance, $400 monthly vehicle allowance, medical/dental, life, and long-term disability insurance, personal holidays, and more.  The salary range is $104,906 to $121,441 and will be determined commensurate with experience along with experience. 

How to Apply:

To be considered for this position(s), applicants must submit a resume, letter of interest, and at least three (3) professional references to:  resumes@wfse.org. Your letter of interest should clearly explain how your experience, training, and education make you a viable and competitive candidate for this position.

This position is open until filled; however, it is to the applicant's advantage to apply as early as possible.

The Washington Federation of State Employees is committed to providing equal employment opportunity and equal access in a non-discriminatory manner to its programs and services for all persons without regard to race, creed, color, marital status, gender, sexual orientation, religion, age, national origin, political affiliation, honorably discharged veteran or military status, or the presence of any real or perceived sensory, mental, or physical disability.
 
Persons requiring accommodation in the application process or for an alternative format may contact the Human Resource Manager, Tiffany Wright, at (360) 339-5159 or tiffanyw@wfse.org.  Persons with disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388. The WFSE complies with the employment eligibility verification requirements of the Federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.