Customer CARE Supervisor; Customer Care Agent Supervisor

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. 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 the 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.

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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 FAMLI’s work to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

• 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.
• Monitor live and recorded customer interactions and email correspondence to ensure staff deliver accurate, professional, consistent, and high-quality customer care.
• 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.
• Manage team scheduling, workload distribution, and leave approvals to maintain appropriate staffing levels and ensure continuity of operations.
• Conduct employee performance reviews and evaluations, providing constructive feedback to support professional development and improve performance.
• Support the continuous improvement of customer care processes, procedure workflow, and service delivery practices to improve operational efficiency and the customer experience.
• 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.

Education:

Graduation from an accredited high school or possession of a high school equivalency…