CUSTOMER CARE MANAGER (CUSTOMER CARE AGENT MANAGER)

Introduction

Marylandâs Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. Weâre in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government. The Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers. The Customer Care team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need. The Customer Care teamâs clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families.

This recruitment is limited to current employees of the Maryland Department of Labor.

GRADE

16

LOCATION OF POSITION

Remote

Main Purpose of Job

The Customer Care Manager is an essential member of the Customer Care Directorate within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The Customer Care Directorate is part of the Services team. The Customer Care Manager is responsible for leading a team of Supervisors, Team Leads, Customer Care Specialists and Customer Care Agents. Customer Care is crucial to the success of FAMLI and is at the heart of FAMLIâs work to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

POSITION DUTIES

Duties of this position include but are not limited to:

â Maintains high level customer service standards by supporting employers and workers across the scope of what FAMLI does- Claims processor, Tax Collector, Arbitrator, Benefits Integrator, Insurance Regulator and Insurance Marketplace.

â Collaborates with the Deputy Director of Customer Care to implement strategic plans for the directorate.

â Determines staffing needs of the Customer Care team by evaluating trends and historic call volume.

â Works with the Deputy Director of Customer Care, Policy, and other Directorates to establish policies and procedures for the Customer Care Team, SOPs, handbooks, workflows etc. Oversee their implementation and evaluate their effectiveness.

â Supports Customer Care operating rhythm, standards, and controls to meet objectives and oversee their achievement.

â Maintains Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)for the Customer Care team, ensuring alignment with FAMLI values and Customer Care goals.

â Meets with the Quality Assurance team to ensure quality expectations are being met.

â Analyzes customer care metrics and prepares regular reports on team performance, customer satisfaction, and operational efficiency.

â Works with the Training team to cure Customer Care deficiencies with refresher training.Â

â Anticipate future customer care needs and champions continuous improvement initiatives.Â

â Provides coaching and development for frontline supervisors and team leads.Â

â Monitors supervisor scheduling and approves supervisor leave to ensure the Customer Care Team is properly staffed.Â

â Monitors contact center technology to ensure customer communications are handled in a prompt and efficient manner and to ensure KPIs are met.Â

â Prepares and review accurate recurring service reports to monitor individual and team performance.Â

â Monitors supervisor scheduling and approves supervisor leave to ensure the Customer Care Team is properly staffed.Â

â Provides coaching and development for frontline supervisors and team leads.Â

â Coordinate with other departments to streamline administrative processes and improve overall organizational efficiency.Â

â Assist in the development and implementation of Customer Care processes and procedures.Â

â Plans, coordinates, supervises, and evaluates the work of subordinate supervisors.Â

â Mentors and trains existing and new employees and support their onboarding process.Â

â Represents the Deputy Director of Customer Care in cross-functional meetings and initiatives, advocating for customer customer-centric approaches.Â

â Leads special projects (excluding âBuildâ Project items) related to customer care improvement and innovation as assigned by the Deputy Director of Customer Care or director of Customer Care as the cases may be.Â

â Performs other related leadership duties as required.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Four years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment, and two years of supervisory experience in a general call center or customer service environment.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for up to four years of the required general call center or customer service experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

â A Bachelorâs degree in a related field (e.g., Public Administration, Business Administration, Social Work, Customer Service).

â Experience with CRM software (Salesforce preferred).Â

â Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite.

LIMITATIONS ON SELECTION

Limited to Maryland Department of Labor employees.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.

SELECTION PROCESS

Please make sure that you provide enough information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. Unfortunately, we won''t consider information submitted after this date. Successful candidates will be ranked as best qualified, better qualified, or qualified and placed on the eligible (employment) list for at least one year.

Please note: A resume and cover letter are strongly encouraged for this position. Please upload oneWord or PDF file that includes your combined cover letter and resume using the âTranscriptâupload function, or via the JobAps âOtherâ tab. However, only the information provided in the application will be reviewed and considered in the evaluation process.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

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• Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:

â Flexible hours and hybrid teleworkingÂ

â Paid holidays 12-13 per yearÂ

â Generous paid leave package (annual, sick, personal and compensatory leave)Â

â State Pension ("defined benefit" plan)

â Tax-deferred supplemental retirement savings plans (401(k) and 457)Â

â Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health servicesÂ

â Flexible Spending Account plans for Health Care and DaycareÂ

â State Employees Credit Union

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To learn more, please click this link STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM''s Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veteransâ status.Â

If you encounter difficulty attaching required or optional documentation, you may contact Erika Leonard-Anderson via email to erika.leonard-anderson1@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:

Maryland Department of Labor / Office of Administration

Attn: Erika Leonard-Anderson 26-001290-0002

100 S. Charles Street, 5th Floor

Baltimore, MD 21201

The MD State Application Form can be found online

Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.