ADMINISTRATIVE OFFICER II

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The main purpose of this position is to oversee call center operations, monitoring, tracking and evaluating call center consumer support activities. The position is responsible for guiding and monitoring the developmental and quality assurance activities of the call center staff. This position is responsible for ensuring vendor-developed training material is accurate through routine review and approval processes. A feedback process will be established and conducted by the analyst with the Appeals, Constituent services and Escalation teams to identify and report any call center performance issues determined to be the root cause of consumer issues brought to these teams for resolution. Position is expected to utilize all systems and tools available to review cases and performance data such as, Salesforce CRM, MHC Worker Portal, Vendor Call Recording Database, and QlikSense Database. The position will work with SalesForce and Worker Portal IT teams to develop system enhancements that improve consumer service delivery.

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

Experience: Two years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 credit hours from an accredited college or university for one year of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.