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Customer Care Supervisor

ADMINISTRATOR II

Recruitment #24-002587-0106

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Introduction

Maryland's 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 employees, delivered as a digitally native, public-facing service.  We're 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 services they need.  The Customer Care team's 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

17

LOCATION OF POSITION

Maryland Department of Labor
100 S. Charles Street 
Baltimore, Maryland 21201

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, 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 employees 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 FAMLI's 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:

  • 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.
  • Supervise a team comprised of 6 Customer Care Agents and 1 Customer Care Team Lead and 1 Specialist.
  • Conducts regular performance evaluations and provide constructive feedback to team members.
  • Answers questions from team members relating to processing claims, supporting employers on account creation, general questions regarding FAMLI policy and procedure, interpretation of FAMLI law and policy, and other areas.
  • Supports and maintains quality assurance processes.
  • Conducts regular audits of customer care activities by reviewing an average minimum of 20 accounts/application per week to ensure quality and timeliness; and an average minimum of 40 customer interactions per week to ensure excellent customer service.
  • Analyzes agents, specialists and team lead performance data to identify areas for improvement and best practices.
  • Track and analyze common customer issues, identifying trends that may indicate areas for improvement in customer service delivery or program resources.
  • Monitors live and recorded conversations between customers and Customer Care staff to ensure excellent customer service.
  • Resolves escalated customer complaints and defuses irate customers.
  • Analyzes customer feedback and complaints to identify areas for improvement and foster a culture of continuous learning and improvement within the team.
  • Oversees tracking of call volumes, inquiry types and resolution times, identifies trends and implements process improvements to increase efficiency.
  • Ensures compliance with FAMLI division policies and procedures and quality standards. 
  • Approves timesheets for team members.
  • Manages team scheduling, balanced workload distribution, and approves leave to ensure team is properly staffed. 
  • Mentors existing and new employees and supports their onboarding process.
  • Prepares and reviews recurring reports to monitor individual and team performance.
  • Works with the Training team to schedule refresher training, when needed.
  • Prepares regular reports and dashboard on team performance, customer satisfaction, and key metrics;
  • Analyzes trends and provide insights to the Customer Care Manager.
  • Contribute to team reporting, offering insights on customer satisfaction, response times, and other key performance indicators.
  • Completes performance reviews and evaluations (PEPs) and if necessary, ensures corrective actions are taken for those not meeting expectations; and 
  • Reviews, updates and maintains customer care working resources including the Knowledge Base, Task guide, Training materials, Case management workflows etc. 
  • Investigates operational problems and proposes solutions to FAMLI leadership.
  • Performs other related leadership duties as required.
  • Participates in cross-functional projects related to customer care initiatives.

MINIMUM QUALIFICATIONS

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

Experience: Five years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for- year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Desired or Preferred Qualifications

  • Bachelor's degree in a related field (e.g., Public Administration, Business Administration, Social Work, Customer Service)
  • Proficiency in using customer service software, tools, and platforms such as CRM, live chat, email, phone, etc with at least 3 years experience with using Salesforce
  • Experience in a government or insurance program is a plus
  • Strong communication, interpersonal, and listening skills (both verbal and written) are desired.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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.

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 the 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.

SELECTION 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.  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 and cover letter are strongly encouraged for this position.  Please upload on Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the Jobaps "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. Please make sure that you provide sufficient 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. We will not 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.

 

 

 

BENEFITS

This a full-time, permanent position and eligible for full State Benefits, which include:
 
  • Flexible hours and hybrid teleworking 
  • Paid holidays 12-13 per year
  • Generous paid leave package (annual, sick, personal and compensatory leave)
  • State Pension ("defined benefits" 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 Account plans for Health Care and Daycare
  • State Employees Credit Union
To learn more, please click this link:  STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Please contact Tiffany.Lott-Mallard1@maryland.gov for additional information concerning this recruitment.  Online applications are strongly preferred.  A resume and cover letter are strongly encouraged for this position.  Please upload on Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab.

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 Veterans' status.

If you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via email to 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. 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

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

MDOL Office of Human Resources 
Attn: Tiffany Lott-Mallard (24-002587-0106)
100 S. Charles Street
Baltimore, MD 21201

The MD State Application form can be found online

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


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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