AFSCME Council 28, Washington Federation of State Employees

AFSCME Council 28
Washington Federation of State Employees

Member Connection Center Supervisor

Based in Olympia, WA


Who We Are:
The Washington Federation of State Employees (WFSE) has a long history of fighting for workers’ rights and employee benefits while tackling social justice issues with passion and energy. The WFSE, Council 28 has been operating in the state capital for over 75 years. Our staff fight for fairness and equality as well as ensuring the hard working men and women of state government, higher education institutions, and public service workers get better pay, better health care, better retirement, and a healthy work environment. There’s much to accomplish, and with the right personnel, we believe we can accomplish it. Come join our team and be a 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 WFSE is recruiting to fill our Supervisor position in our Member Connection Center (MCC). The MCC is an innovative fast paced and intense communication center serving our 45,000+ members of our union. The supervisor will be responsible for managing all aspects of this environment with professionalism, ingenuity and respect. The MCC will be a resource to support stewards, activists, internal organizing and representation. This new service will help identify creative solutions to member concerns including possible issue campaigns and internal organizing opportunities. This position is responsible for managing a team of representatives who will be on the front lines of member questions, concerns, and issues. The staff in the MCC will answer calls and troubleshoot questions and inquiries to better assist members and provide support rapidly and thoroughly. The MCC Supervisor will develop and coach staff within a member connection environment, work closely with members and stewards to ensure quality representation, manage escalation calls and representation issues, maintain a resource library, and conduct staff training and development.

The MCC Supervisor is the technical expert for multiple contracts and is responsible for the daily operations of the MCC and ensures that members are receiving the resources needed to fulfill our representational duties. The supervisor manages the staffing schedule, ensures adequate staffing levels, and manages assigned staff to performance and quality standards. This position identifies member representational needs and provides sound guidance on members’ rights and assists with technical expertise for escalated calls. Communicates to ensure staff and the MCC maintains up to date information. Develops and maintains all standard operating procedures and identifies opportunities for the MCC to provide better support to members and stewards. This position is critical as part of the organizational plan to help deliver our union’s mission.

Additional duties include:

  • Audits staff call performance, quality, and accuracy.
  • Track’s data and presents reports to the Field Services Director to ensure the MCC is achieving its operational goals.
  • Monitor inbound phone queues, emails and assign staffing resources where necessary.
  • Support staff with questions regarding investigations, member meetings, formal grievance process and higher-level calls.
  • Act as a liaison with WFSE Council Reps, Organizers, Labor Advocates, and Managers in order ensure the MCC is providing proper support and members are being routed to the proper staff member to solve contract issues.
  • Conduct staff performance evaluations and implement performance management measures to ensure the MCC remains successful in meeting its goals.

Required Qualifications:

  • Minimum of 2 years’ experience supervising or managing staff.
  • Labor Union experience specifically in organizing and representation.
  • Strong written and verbal communication skills.
  • Willingness to work long and irregular hours, including weekends and participate in all union wide actives. (The MCC hours are currently Monday-Friday from 8:00a-6:00p; but supervisors may be called upon to assist in other operational areas such as conventions, trainings, committee meetings, etc.)
  • Ability to work effectively with members and staff from diverse ethnic, social, and economic groups.

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:
This position is overtime exempt and will be required to work some weekends. Travel is normally limited to the assigned area of responsibility. Benefits include annual and sick leave, $150 cell phone allowance, medical/dental, life, and long term disability insurance, and holidays. Salary range is $91,425 – $105,836 and will be determined commensurate with experience.

How to Apply:
To be considered for this position(s), applicants must submit a résumé, 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, first round of application assessments will be conducted fourteen (14) days after the initial job posting date. 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 Resources Director, Ben McDonald at (360) 870-5907 or benm@wfse.org. Persons of 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.

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.