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Workforce Development, Department of

Unemployment Insurance Call Center Agent - Re-Announcement
Job Announcement Code(s): 14-03192

Classification Title: / JAC:
  Job Working Title:
    UI Call Center Agent

Type of Employment:
Full Time (40 hrs/week)
Part Time (less than 40 hrs/week)
Starting salary is $15.411 per hour, plus benefits. (For current state employees, this classification is in pay schedule-range 02-11. Pay upon transfer, demotion or reinstatement is based on the compensation rules applicable to the transaction.). A six-month probationary period is required.
Special Qualifications:
Some positions may require bilingual ability to fluently speak Spanish/English or Hmong/English languages.
Christine Goslawski, HR Specialist, 608-266-8332,
Bargaining Unit:
Area of Competition:
Deadline to Apply:
The previous publication date was 07/14/2014. The previous deadline date was 07/25/2014.
Exam Information:
Preview Exam  

If you enjoy working in a challenging environment and serving a diverse group of customers, please read on for information about the job duties performed by these positions, and the knowledge, skills, and abilities requirements.  This recruitment is for the Madison UI Call Center (Dane County) only.

Some Call Center Agent positions require bilingual skills in Spanish/English or Hmong/English. Individuals who have such skills, and meet the qualifications described below, are encouraged to apply. 

Veterans, especially disabled veterans, who meet the qualifications described below are encouraged to apply.

The employment register created from this recruitment will be used during the next six months or longer to fill permanent, Project, or Limited Term Employment (LTE) positions. 

Job Duties:   The UI Call Centers are fast-paced, high-demand work environments. Call Center Agents spend the day handling telephone calls and taking information over the phone from both unemployed persons who are seeking unemployment benefits, and employers. The calls come in to the Call Center on a consistent, regular basis.  After the unemployed person enters basic information into a sophisticated telephone system, the Call Center Agent interviews the person to clarify the reason(s) he/she is no longer working, and obtain employment history and other information necessary to ensure accurate claim filing.

In order to determine basic UI program eligibility, the Unemployment Call Center Agent will interpret and apply complex legal requirements, policies, and procedures, and will identify possible issues related to UI eligibility that may need further review by an adjudicator or other staff person. In addition, the Call Center Agent will perform basic mathematical calculations to determine benefit rates, and answer questions over the telephone from unemployed persons and employers regarding the unemployment insurance program and procedures for filing claims.

This job requires the ability to stay on the phone for long periods of time and to organize work in order to perform job duties within specified parameters, including time limits on calls. An extensive six-week training program is provided to newly hired employees.

Most Call Center Agent positions are allocated part-time (60%). However, Call Center Agents are generally required to work full-time, especially during peak seasons of unemployment (autumn, winter, early spring). In addition, the six-week training period requires full-time participation.

Special Notes:   

Due to the nature of these positions, criminal background and other background checks are required prior to job offers being made.

Some Call Center Agent positions may require bi-lingual skills in Spanish/English or Hmong/English.

Job Knowledge, Skills and Abilities:   Knowledge of methods to meet work schedules and deadlines. Customer communication and customer service skills. Oral communication skills, including skill in listening. Interpersonal skills. Written communication skills, including knowledge of correct grammar, spelling, and word usage. PC keyboarding skills. Skill in planning and organizing work. Ability to work as a team member and to work with others. Ability to use personal computers and complex, specialized computer-based software programs (e.g., Microsoft Windows applications such as Word, Excel, etc.). Ability to work with detail, exercise independent judgment, and adjust to changing priorities and backlogs. Ability to work independently. Ability to stay on the telephone handling incoming calls for long periods of time.

How To Apply:   This recruitment requires completion of an on-line exam. Before you begin the on-line exam process, please use the "Preview Exam" feature to determine if you are interested in and qualified for this position.

For instructions on completion of the exam, click on the following link:  If you are unable to complete the on-line exam due to a disability, encounter technical issues or need assistance using the system, please contact the Office of State Employment Relations at or 608-267-1012.

Your responses to the exam will be used to determine your eligibility for this vacancy. Do not submit a resume or other work products at this time as they will not be included in the review process.

PLEASE NOTE, the exam contains six questions.  All candidates should answer Questions 1 through 4. Questions 5 and 6 are used to determine if you have certain bilingual skills.   If you do not have bilingual skills and do not answer these questions, you will receive a message that you have not completed the exam.  You may ignore that message, as long as you have completed Questions 1 through 4.

Questions regarding the examination may be directed to Christine Goslawski at (608) 266 -8332 or at Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process.


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