Customer Care Manager; Customer Care Agent Manager

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 employers, delivered as a digitally native, public‑facing service. The Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers and ensuring Maryland workers can afford to take time off to care for themselves and their families.

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

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 Manager leads a team of Supervisors, Team Leads, Customer Care Specialists, and Customer Care Agents and is responsible for maintaining high‑level customer service standards across all FAMLI functions.

• Maintain high level customer service standards by supporting employers and workers across the scope of FAMLI services (claims processor, tax collector, arbitrator, benefits integrator, insurance regulator, insurance marketplace).
• Collaborate with the Deputy Director of Customer Care to implement strategic plans for the directorate.
• Determine staffing needs of the Customer Care team by evaluating trends and historic call volume.
• Work with the Deputy Director of Customer Care, Policy, and other Directorates to establish policies and procedures for the Customer Care Team, SOPs, handbooks, and workflows, and oversee their implementation and effectiveness.
• Support Customer Care operating rhythm, standards, and controls to meet objectives and oversee their achievement.
• Maintain Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for the Customer Care team, ensuring alignment with FAMLI values and Customer Care goals.
• Meet with the Quality Assurance team to ensure quality expectations are being met.
• Analyze customer care metrics and prepare regular reports on team performance, customer satisfaction, and operational efficiency.
• Work with the Training team to address Customer Care deficiencies with refresher training.
• Anticipate future customer care needs and champion continuous improvement initiatives.
• Provide coaching and development for frontline supervisors and team leads.
• Monitor supervisor scheduling and approve supervisor leave to ensure the Customer Care Team is properly staffed.
• Monitor contact center technology to ensure customer communications are handled in a prompt and efficient manner and that KPIs are met.
• Prepare and review accurate recurring service reports to monitor individual and team performance.
• Coordinate with other departments to streamline administrative processes and improve overall organizational efficiency.
• Assist in the development and implementation of Customer Care processes and procedures.
• Plan, coordinate, supervise, and evaluate the work of subordinate supervisors.
• Mentor and train existing and new employees and support their onboarding process.
• Represent the Deputy Director of Customer Care in cross‑functional meetings and initiatives, advocating for customer‑centric approaches.
• Lead special projects related to customer care improvement and innovation as assigned by the Deputy Director of Customer Care or director of Customer Care.
• Perform other related leadership duties as required.

• 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.
• Substitutions: 30 college credit hours from an accredited college or university can substitute up to four years of required general call center experience on a year‑for‑year basis. U.S. Armed Forces military service experience as a non‑commissioned officer can also substitute the…