Customer Care Manager Customer Care Agent Manager

About the Role

Maryland’s Family and Medical Leave Insurance (FAMLI) program provides paid leave for medical and family reasons to 2.6 million workers and 180,000 employers. The Customer Care Manager is a key member of the Customer Care Directorate, leading a team that supports employers and workers across all FAMLI services.

The Customer Care Manager leads Supervisors, Team Leads, Specialists, and Agents to ensure high‑quality service, manage staffing and performance, and drive continuous improvement initiatives that support FAMLI’s mission of paid leave for Maryland workers.

• Maintain high level customer service standards across FAMLI services including Claims Processing, Tax Collection, Arbitration, Benefits Integration, Insurance Regulation, and the Insurance Marketplace.
• Collaborate with the Deputy Director of Customer Care to implement strategic plans for the directorate.
• Determine staffing needs by evaluating trends and historic call volume.
• Work with the Deputy Director, Policy, and other directorates to establish, oversee, and evaluate policies, procedures, SOPs, handbooks, and workflows.
• Support the Customer Care operating rhythm, standards, and controls to meet objectives.
• Maintain Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for the Customer Care team, ensuring alignment with FAMLI values and goals.
• Meet with the Quality Assurance team to ensure quality expectations are met.
• Analyze customer care metrics and prepare regular reports on team performance, customer satisfaction, and operational efficiency.
• Partner 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 leave to ensure the Customer Care team is properly staffed.
• Monitor contact center technology to ensure communications are prompt, efficient, and KPI compliant.
• Prepare and review 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 customer‑centric approaches.
• Lead special projects (excluding “Build” Project items) related to customer care improvement and innovation as assigned.
• Perform other related leadership duties as required.

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Four (4) years of customer service experience in a call‑center environment, with two (2) years of supervisory experience in a general call‑center or customer service setting.

Notes:

• 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 experience.
• 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.

• A Bachelor’s degree in a related field (e.g., Public Administration, Business Administration, Social Work, Customer Service).
• Experience with CRM software (Salesforce preferred).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite.

• Flexible hours and hybrid teleworking.
• 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 Low or no deductibles, free generic prescriptions, and free preventative health services.
• Flexible Spending Account plans for Health Care and Daycare.
• State Employees Credit Union.

Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD 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.