Full Time Call Center Jobs in Appleton, WI (NOW HIRING)

Salary: $27.71 - $31.19 Hourly
Location : Outagamie County Government Center 320 South Walnut Street, Appleton, WI
Job Type: Full-time
Job Number: 2603583
Department: DHHS Economic Support
Opening Date: 07/30/2026
Closing Date: 8/7/2026 4:00 PM Central
Typical Work Hours/Shift:: Monday - Friday 8:00-4:30 with possibilities of overtime
Outagamie County Core Values
Invested in Serving
Better Together
Create Progress
Support Through Compassion
Position Purpose
Provides technical assistance and staff development to staff that determine eligibility for Economic Support Programs in accordance with policy. Responsible for training new employees and experienced staff in a supportive, non-judgmental way.
Hours: Monday - Friday 8:00-4:30 with flexibility
This position does offer a comprehensive benefits package including being a part of WRS (Wisconsin Retirement System)
What a successful first year looks like in this role:
In the first year, the successful candidate will demonstrate the ability to understand and apply complex policies and procedures, communicate clearly and professionally both verbally and in writing, and consistently uphold professional ethics and standards. Success will also depend on being organized, accurate, dependable, and able to manage responsibilities with attention to detail.
**DEADLINE TO APPLY IS FRIDAY, AUGUST 7 at 4:00 PM
Key Responsibilities
The following duties are most critical for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Maintains expert knowledge of complicated and ever-changing Federal and State rules, policies and procedures for numerous Income Maintenance programs.
• Provides timely training and staff development to new and experienced staff utilizing the state-developed curriculum and training resources, administration and operations memos, manuals and handbooks, results of quality control and observation, and in-house materials and tools. Training includes technical aspects of the Call Center, telephone etiquette, and suitable case comments.
• Provides support to the Manager, Supervisors, and Economic Support Specialists and Leads through technical assistance, policy interpretation, creation of desk aides and guides, coaching, and delivering meaningful and timely training,
• Conducts targeted case reviews and audits calls to ensure good customer service, accurate benefit determination, professionalism, and efficiency.
• Analyzes, troubleshoots, and reports technical issues related to equipment (computers and telephones) and coordinates with county and state help desks to resolve issues and decrease down time.
• Presents to committees, at conferences, or other events as needed.
• Collaborates with partner agencies of the East Central Income Maintenance Consortium by attending operational meetings, creating best practices and standard operating procedures, working to meet the Income Maintenance and Call Center Performance standards, representing the consortium at state/county committee meetings, and working to improve customer access.
• Provides timely and quality service to customers, legal representatives and guardians, corporation counsel and attorneys, federal and state staff, and health care professionals. Abides by all client confidentiality rules.
• Navigates numerous systems and databases including but not limited to: CWW, ECF, CSAW, BRITS, SAVE, Forward Health, KIDS, etc.
• Assists with preparation for hearings with an Administrative Law Judge and attends hearings to support the Economic Support Specialists.
• Collaborates with and provides training and updates to other community-based agencies as needed.
• Provides assistance with problem resolution by responding to questions, inquiries, and complaints from the general public, customers, other agencies, attorneys, guardians, legislators, and the State.
• Provides support to the Economic Support Supervisors and Manager by working reports, taking the lead on special projects, balancing worker caseloads, collecting data, helping to streamline processes, creating best practices, tools and standard operating procedures.

Education/Certifications/Experience Requirements

• Bachelor's Degree in a related field and three years of experience in Economic Support, OR
• Associate's degree in a related field with 3 years of related experience and three years in Economic Support.
• Experience in a training role or environment preferred.

Required or Preferred Skills

• Ability to effectively communicate verbally or in writing with customers with limited reading, writing, and speaking ability. Spanish and/or Hmong bilingual skills preferred.
• Comprehend and interpret complex policy and procedure manuals and legal, medical, and financial documents, and communicate with other professionals such as attorneys, social workers, and legal representatives.
• Assist in the planning, development and evaluation of the agency's needs.
• Ability to be flexible and responsive as demands change and to work independently and be a positive team member.
• Adhere to professional ethics and standards.
• Must be organized, dependable, and accurate.
• Ability to use call center software and equipment and to operate a variety of other office equipment including computer, calculator, telephone, scanner and fax machine.
• Ability to add, subtract, multiply, and divide and to calculate decimals and percentages.
• Ability to objectively review the work of peers.
• Ability to be a team leader and to problem solve.
• Ability to be available to accept and respond to questions from staff in a professional, non-judgmental way, regardless of the disruption.
• Ability to understand different learning styles and apply teaching principles.

OUTAGAMIE COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER. IN COMPLIANCE WITH THE AMERICANS WITH DISABILITIES ACT, THE COUNTY WILL PROVIDE REASONABLE ACCOMMODATIONS TO QUALIFIED INDIVIDUALS WITH DISABILITIES AND ENCOURAGES BOTH PROSPECTIVE EMPLOYEES AND INCUMBENTS TO DISCUSS POTENTIAL ACCOMMODATIONS WITH THE EMPLOYER.
Outagamie County offers Benefit options and paid time off for team members that work 20+ or more hours per week. Learn more today by visiting:
Outagamie County Diversity Statement:
Outagamie County is committed to developing, nurturing, and sustaining an equitable community and workforce where all individuals can thrive. We pledge to amplify the voices of under-represented communities or those who were historically excluded, by removing barriers that result from racial, social injustice and inequities. We strive to ensure that equity, diversity, inclusion are embedded at all levels of Outagamie County programs and departments through acknowledging, analyzing, and addressing the root causes of inequities. We will create and advance equitable polices, practices and procedures, including, but not limited to County services, recruitment and retention, policies and practices, budgeting and procurement. We commit to being transparent and will continually evaluate and update our values when identified goals and objectives are not being achieved or sustained. Outagamie County will strive to create an inclusive environment where every community member feels like he/she/they belong.
OUTAGAMIE COUNTY IS AN EQUAL-OPPORTUNITY EMPLOYER. IN COMPLIANCE WITH THE AMERICANS WITH DISABILITIES ACT, THE COUNTY WILL PROVIDE REASONABLE ACCOMMODATIONS TO QUALIFIED INDIVIDUALS WITH DISABILITIES AND ENCOURAGES BOTH PROSPECTIVE EMPLOYEES AND INCUMBENTS TO DISCUSS POTENTIAL ACCOMMODATIONS WITH THE EMPLOYER.
OUTAGAMIE COUNTY OFFERS A COMPREHENSIVE AND HIGHLY COMPETITIVE BENEFITS PACKAGE TO ITS EMPLOYEES.
LEVELS OF BENEFITS CAN VARY BASED ON EMPLOYMENT STATUS AND EMPLOYEE GROUP.
Medical Coverage
Outagamie County currently offers eligible employees a Low-Deductible Health Plan and a High Deductible Health Plan with a Health Savings Account (HSA). Each of these plans are available for single or family coverage at affordable rates.
Dental Coverage
Eligible employees may choose either single, limited family, or family coverage.
Vision Coverage
Outagamie County offers single, employee plus one, employee plus children, and family voluntary vision insurance for those that are benefit eligible. Vision insurance coverage provides an opportunity for employees to save money on routine vision exams, contacts, eyeglass frames, and lenses.
Life Insurance
Outagamie County provides group life insurance for full-time employees. The cost of this coverage is paid for in full by the County.
Voluntary Short-Term Disability Insurance
Short-Term Disability pays the employee a portion of his or her income for a specified period of time, as determined by the plan. The Short-Term Disability plan provides coverage for injuries and illnesses that occur outside of work. The premium for this coverage is paid entirely by the employee and is available to active employees that meet the hours threshold requirements.
Long-Term Disability Insurance
All regular, non-union full-time employees are eligible for long-term disability coverage. Premiums are fully paid by the County.
Wisconsin Retirement System
Wisconsin Retirement Program helps provide for financial security during retirement. Monthly annuity payments at retirement are calculated using years of creditable service, average earnings (based on three highest years of earnings), formula factors, age at retirement and selected annuity option.
The retirement plan consists of two parts: an employee-required portion and an employer-required portion. Outagamie County pays the employer portion, and employees are responsible for paying the employee-required portion, which is determined by the state each year. Enrollment is required for eligible employees. Eligibility is determined based on Wisconsin Retirement System plan rules.
Deferred Compensation
Deferred Compensation allows employees to set aside pre-tax earnings toward retirement. Employees can save up to 100% of their compensation, to a maximum of $23,500 annually, or as little as $10.00 per paycheck. The amount deferred reduces year-end state and federal income tax base. All the earnings will accrue tax-deferred until such time as the assets are withdrawn, generally at retirement, termination, or other special circumstances. There is also an after-tax 457 Roth contribution option.
Flexible Spending Account Plan
The Flexible Spending Account Plan saves money by allowing the employee to pay for certain medical related expenses and dependent care expenses on a pre-tax basis, reducing annual taxable income resulting in Federal, State, Social Security, and Medicare tax savings.
Employee Assistance Program
Outagamie County has an Employee Assistance Program (EAP). The services offered as part of the County's plan are a benefit provided at no cost to its employees and their immediate family members to help deal with life's stresses. EAP consists of caring individuals who are certified counselors. They offer professional support and direction towards resolving problems or concerns. They can also help by referring the employee to another resource if assistance is needed beyond the EAP.
Paid Time Off
Outagamie County offers several paid time off benefits that include: vacation, personal holidays, national holidays, sick leave, bereavement leave and military leave.
Employee and Family Clinic
Primary Health Services, Acute Health Care and Physical Therapy are available to employees and dependents ages 12 months and up (age 13 and up for physical therapy), who are covered on a county health plan. A Health Coach is available to all employees, and to dependents covered under a county health plan age 14 and older. There is an onsite location and a shared clinic site location.
Fitness Center
Located at the downtown campus, a brand new fitness center with treadmills and other gym equipment is available to all employees from 5am to 10pm daily.
Pet Insurance
Please note that the pet insurance offers are discounts offered to Outagamie County employees and are not programs sponsored by Outagamie County. Please contact the companies directly for any questions, concerns or service issues.
If you would like to learn more, please click below about the benefits.
Values of Excellence (Recognition Program)
A program designed to celebrate the big wins, the daily efforts and everything in between of our county employees, which such a great place to grow, work, and thrive together. Where anyone as a county employee can recognize someone for a job well done!
Continuing Education
Outagamie County encourages continuing education by offering Education Reimbursement. This reimbursement is intended to provide assistance to the employee for out-of-pocket expenses for continuing education for the mutual benefit of the employee and Outagamie County, not covered in the departmental budget.
Any Outagamie County employee in good standing, averaging twenty (20) hours or more per week during the six (6) months prior to the start of the course, is eligible to apply. This statement is not all-inclusive in regard to tuition reimbursement.
01
Do you speak fluent Hmong or Spanish? Please explain
02
Do you have any experience conducting quality assurance reviews for IM programs?
Required Question