Team Manager

DES Unemployment Insurance (UI) Team Manager – Call Center

FullTime | Remote | Arizona Department of Economic Security (DES)

Who we are

At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values—Exceed Expectations, Admire People, and Be Passionate About Making a Difference—we foster a culture where individuals are encouraged to unlock their full potential. We don't just support professional growth—we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting.That's why so many choose to stay and thrive as part of the Valor family.

Overview

The UI Team Manager oversees a group of call center representatives who support the Arizona Department of Economic Security's Unemployment Insurance program. This role ensures service quality, operational consistency, and adherence to state and federal guidelines. The manager provides coaching, monitors performance, and supports staff in delivering accurate, empathetic assistance to Arizona residents.

Key Responsibilities

• Lead, mentor, and support a team of call center representatives handling UIrelated inquiries
• Monitor daily operations to ensure service levels, quality standards, and compliance requirements are met
• Provide realtime guidance to agents on UI processes, system navigation, and policy interpretation
• Conduct regular coaching sessions, performance reviews, and skillbuilding activities
• Review call quality, documentation accuracy, and adherence to DES procedures
• Support escalations by offering clarification, resolving complex issues, and coordinating with internal DES units
• Track team metrics, attendance, productivity, and training needs
• Communicate updates, policy changes, and operational priorities clearly and consistently
• Collaborate with leadership to improve workflows, training materials, and customer experience
• Maintain confidentiality and ensure compliance with all DES, state, and federal regulations

Qualifications

• Previous experience in call center leadership or team management
• Strong understanding of customer service operations; UI or DES program experience preferred
• Ability to coach, motivate, and develop staff in a remote environment
• Excellent communication, problemsolving, and decisionmaking skills
• Comfortable navigating multiple systems and guiding others through complex processes
• Strong organizational skills with the ability to manage performance and meet deadlines
• High school diploma or equivalent; additional education or certifications a plus

Work Environment

• Remote role requiring a quiet, secure workspace
• Must have eliable internet and the ability to use DESapproved equipment
• Training and ongoing development provided

Technical Requirements:

• Minimum internet speed: 25 Mbps download / 5 Mbps upload
• Preferred internet speed: 50 Mbps download / 10 Mbps upload
• Jitter threshold: Should be 15ms or lower — higher jitter may result in voice and streaming issues
• Speed test recommendation: Candidates may be asked to complete a test using a provided link to verify connection quality
• Valor Global will provide equipment (loan basis)
• Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
• Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently.
• Confident using browsers, search engines, and understanding online safety.

Benefits:

• Medical, Dental and Vision plans; will start on the first of the month following hire date
• Semi-monthly pay with monthly commission bonus potential
• 401K with matching up to 4%
• Employee assistance program and Valor Helps
• Earned PTO and sick time
• Employee Referral Program
• Paid training

Employment Conditions:

• Employment is contingent upon successfully passing a comprehensive background check.
• All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks.

Equal Employment Opportunity Statement:
We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable federal, state, or local laws.