Child Support Call Center Manager

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Child Support Call Center Manager overseeing statewide customer service operations for Illinois. Planning, directing and evaluating call center functions to assist Child Support Services.

Posted 5/21/2026full-timeSpringfield • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $8,281 - $10,500 per monthWebsite

About the role

Key responsibilities & impact

Serves as the Child Support Call Center Manager by planning, directing and evaluating the statewide Customer Service Call Center for the Child Support Services (CSS) program
Serves as full line supervisor
Evaluates and reviews Customer Service Call Center functions and performance standards through established program goals and objectives
Implements and directs management studies
Develops and maintains cooperative working relationships with other state, local and public agencies and with the Attorney General’s office and the legal community
Plans and conducts monthly team meetings
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Requirements

What you’ll need

Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college
Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in a public or business organization
Preferred Qualifications: Two (2) years of supervisory experience in a call center environment assigning work, providing guidance to subordinates, recommending counseling and/or discipline following collective bargaining agreements, training staff and approving time off
Two (2) years of administrative experience working with and interpreting a Child Support Maintenance/Tracking system, especially complex financial screens
Two (2) years of experience interpreting and evaluating state and federal policy as it relates to Child Support
Two (2) years of professional experience establishing and monitoring quality control protocols for a private or public organization

Benefits

Comp & perks

Health, Life, Vision, and Dental Insurance
Pension Plan
Paid Parental Leave
Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
Employees earn (12) paid Sick Days annually.
New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
Employees earn (3) paid Personal Days annually.
(13-14) paid holidays annually (based on start date)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

administrative experiencesupervisory experiencequality control protocolsChild Support Maintenance systemfinancial screenspolicy interpretationprogram evaluationmanagement studies

Soft Skills

planningdirectingevaluatingcooperative working relationshipsteam meetingsguidancecounselingdiscipline