Call Center Supervisor - Milwaukee Enrollment Services

Introduction

The Department of Health Services (DHS), Division of Medicaid Services (DMS) is recruiting to fill multiple Call Center Supervisor positions at Milwaukee Enrollment Services (MilES). MilES serves residents of Milwaukee County to determine eligibility for Medicaid, BadgerCare Plus, FoodShare, and other income maintenance assistance programs. We offer a team-orientated atmosphere with a focus on work-life balance. MilES is located at 6055 N. 64th Street, Milwaukee and UMOS 2701 S. Chase Ave., Milwaukee with free on-site parking and access to the bus line. The final location of these positions will be determined based on operational needs.

As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package, including:

• 3.5 weeks of vacation, 9 paid holidays and ample sick time; limitations may apply for leave time usage in the first six months.
• Top rated health plan options starting at $45/month for single plans and $111/month for family plans, after 2 months of state service.
• Exceptional pension plan with a 7.2% employer match in 2026 with lifetime retirement payment. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
• Several flex spending accounts: medical, dependent care, commuter, parking and High-Deductible Health Savings.
• Well Wisconsin Wellness Program.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
• Public Service Loan Forgiveness Program employer.

Click here to see what working for the State of Wisconsin is all about!

Position Summary

Responsibilities

As a Call Center Supervisor, you’ll have the responsibility for the direction and supervision of staff. You’re also responsible for maintaining the operational aspects of the daily administration of all economic assistance programs such as:

• FoodShare
• BadgerCare Plus
• Caretaker Supplement
• Child Care eligibility

The Client Assistance for Re-employment and Economic Support (CARES) system is used for case management and determining program eligibility. Implementing policy in this highly automated and complex environment requires that the Health Care Supervisor provide technical, as well as program guidance to staff.

Salary Information

The starting pay is between $38.18 and $41.16 per hour (approximately between $79,400 and $85,600 per year), depending on qualifications, plus excellent benefits. A 12-month probationary period is required.

Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as a Health Care Supervisor and is in pay schedule and range 81/03.

Job Details

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

For positions that allow remote working flexibility, working outside of Wisconsin or in bordering cities will not be allowed except in extremely limited circumstances due to the need to report to an office location in Wisconsin on short notice.

Employees must have access to both a private workspace and secure high-speed internet for remote work option. Mileage reimbursement to the employee’s headquarter location is not provided. Remote work flexibility will be discussed in more detail during the interview process.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Qualifications

Minimally qualified candidates will have:

• Experience performing supervisory or leadership duties (e.g., assigning/delegating work responsibilities, coaching and mentoring staff members, providing formal training to others, serving as a subject matter expert, leading multiple special projects, programs or initiatives etc.).
• Experience enforcing compliance with policies and directives (e.g., reviewing decisions made by others for adherence to policy, responding to policy interpretation inquiries, etc.).
• Experience performing quality improvement activities (e.g., compiling and analyzing data to identify errors or other trends, preparing reports on quality for management, making recommendations for quality improvements to management, etc.).

Well-qualified candidates will also have one or more of the following:

• Formal supervisory experience (e.g., hiring, administering discipline, evaluating performance, etc.).
• Experience preparing performance metrics reports and analyzing results according to performance benchmarks.
• Experience performing the above tasks related to income maintenance program administration.

Your letter of qualifications is limited to 2 pages and your resume is limited to 3 pages. For a guide on developing your resume and letter of qualifications and what should be included in these materials, click here.

How To Apply

Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or create an account before applying for the job. Follow the steps outlined in the application process to submit your application.

Helpful Information

• Once your application is submitted, no changes are allowed. Click “Save” to allow changes to your application as needed before submitting by the deadline.
• You may want to save a copy of the job posting for referencing after the deadline.
• Submitted materials will be evaluated by a panel of job experts according to the qualifications above.
• Please monitor your email for communications related to this position.
• Current or former permanent, classified, state employees must complete the online application process to be considered.
• If viewing through an external site, please apply directly at Wisc.Jobs.
• For technical assistance and general information, please see Frequently Asked Questions. For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact MilES Human Resources at [email protected].

DHS is an Equal Opportunity and Affirmative Action employer. Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.

Deadline to Apply

The deadline to apply is May 26, 2026 at 11:59 p.m. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.