CUSTOMER CARE SUPERVISOR (Customer Care Agent Supervisor)

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.

GRADE

STD0014

LOCATION OF POSITION

REMOTE

Main Purpose of Job

The Customer Care Supervisor will lead a team of 6 Customer Care Agents, 1 Customer Care Specialist, and 1 Customer Care Team Lead. The customer care supervisor will oversee the daily operations of the team, combining supervision and administrative oversight to guide and support the team in addressing and resolving issues and inquiries. The supervisor will also assist with reporting and process improvements. The Customer Care team will be the first point of contact for employers and workers (i.e., claimants) and will provide support with inquiries, service requests, and feedback. This includes supporting employers with their account creation, helping claimants file for FAMLI benefits, payroll deduction calculation assistance, etc. Providing excellent customer care is crucial to the success of FAMLIâs work to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

POSITION DUTIES

• Supervise and evaluate a team of 6 customer care agents, 1 customer care team lead, and 1 customer care specialist, ensuring consistent adherence to performance, productivity, quality, and customer service standards.
• Provide guidance and support to team members regarding program policies, procedures, and other program-related inquiries.Â
• Monitor live and recorded customer interactions and email correspondence to ensure staff deliver accurate, professional, consistent, and high-quality customer care.Â
• Resolve escalated and complex customer inquiries and issues involving FAMLI program eligibility, claim status, documentation requirements, employer accounts, and other program-related concerns.
• Prepare, review, and analyze recurring reports to monitor individual and team performance, productivity, service levels, and key performance indicators, using data to identify trends and opportunities for improvement. Â
• Manage team scheduling, workload distribution, and leave approvals to maintain appropriate staffing levels and ensure continuity of operations.Â
• Conduct employee performance reviews and evaluations, providing constructive feedback to support professional development and improve performance.Â
• Support the continuous improvement of customer care processes, procedure workflow, and service delivery practices to improve operational efficiency and the customer experience.Â
• Serve as an active, collaborative, and innovative member of the Customer Care team, contributing strategic insights and solutions that strengthen operational performance, employee development, and customer satisfaction.Â

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 one year of experience providing advice and guidance to staff in a team lead or supervisory role.

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

• A bachelor''s degree in a related field (e.g., public administration, business administration, social work, or customer care), a plus.
• Experience with CRM software (Saleforce & Genesys preferred).Â
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite.Â
• Bilingual communication skills to effectively interact with customers and provide clear, professional service in both languages.

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

All information concerning the qualifications, including any required documentation (diploma, transcript, certification, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for the interview.

A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process. Please upload one Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JopAps "other" tab.

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.

BENEFITS

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

• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal, and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• comprehensive, subsidized health, dental, and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Accounts plans for health care and daycare
• State Employees Credit Union

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

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online or are 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 the application. Help@maryland.gov.

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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

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment; no postmarks will be accepted. Incorrect application forms will not be accepted.Â

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If you encounter difficulty attaching required or optional documentation, you may contact Tiffany Lott-Mallard via email at tiffany.lott-mallard1@maryland.gov. Please be sure to include your name, identification number (Easy ID#), and job announcement number on any documentation to ensure timely processing.Â

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PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION.Â

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

Maryland Department of Labor/Office of AdministrationÂ

Attn: Tiffany Lott-Mallard - #26-001289-0001

100 S. Charles Street, Tower 1, Ste. 5000Â

Baltimore, MD 21201Â

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The MD State Application Form can be found online.Â

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The Maryland Department of Labor is an equal opportunity employer. It is the policy of 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.