Deputy Director Customer Care

1 day ago

Baltimore, United States State of Maryland Full time $89,913 - $117,203

Introduction

Maryland's Family and Medical Leave Insurance (FAMLI) program ensures 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 significant as unemployment insurance or a new health department. Delivering services primarily through a website is a new approach in government.

The Customer Care team is the initial contact for the FAMLI program, providing essential support to employers and workers. The team's mission is to ensure Maryland workers receive payment when they need time for caregiving.

This is a Management Service position that serves at the pleasure of the Appointing Authority. THIS POSITION IS 100% REMOTE.

GRADE

22

LOCATION OF POSITION

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

Main Purpose of Job

The Deputy Director of Customer Care supports the Director in leading the Customer Care directorate within the FAMLI Division. Responsibilities include managing customer support operations, ensuring effective service delivery for claimant applications, employer registration, and compliance matters. The role involves supervising staff, managing resources, and fostering collaboration to ensure seamless customer service delivery.

POSITION DUTIES

Duties include but are not limited to:

  • Collaborates with the Director to set operational goals and performance metrics.
  • Supports designing and optimizing workflows, staffing plans, and resource allocation.
  • Oversees departmental policies, procedures, and Customer Care resources.
  • Contributes to developing customer care policies aligned with FAMLI's mission.
  • Manages day-to-day operations, ensuring quality assurance across customer touchpoints.
  • Helps manage FAMLI’s contact center software, updating call scripts and monitoring performance.
  • Supervises team managers, ensuring effective customer care operations management.
  • Monitors and optimizes performance metrics across service channels.
  • Implements and maintains quality assurance programs for all customer interactions.
  • Coordinates with other FAMLI directorates for consistent service delivery.
  • Manages escalated customer issues and complex cases.
  • Acts as Director in their absence, advocating for customer-centric approaches.
  • Leads special projects related to customer care improvement.
  • Performs other leadership duties as required.
  • Supervises Customer Care Managers, ensuring clarity of roles and expectations.
  • Assists in recruiting, training, and developing Customer Care staff.
  • Supports staff with escalated customer issues.
  • Develops training programs for all service channels.
  • Oversees professional development of team managers and supervisors.
  • Monitors staff performance, providing coaching and feedback.
  • Ensures compliance with policies and regulations.
  • Implements performance improvement initiatives from quality monitoring results.
  • Collaborates with Services leadership for cohesive service delivery.
  • Uses data analytics to assess customer satisfaction and operational efficiency.
  • Supports strategic planning initiatives and budget planning.
  • Manages relationships with external vendors and service providers.
  • Develops business continuity plans and implements service improvements.
  • Represents the Directorate in stakeholder meetings.
  • Provides operational updates and recommendations to the Director.
  • Collaborates on cross-functional initiatives.
  • Supports special projects as assigned by the Director.
  • Undertakes other related duties as needed.
MINIMUM QUALIFICATIONS

Education: Bachelor's degree in a related field.

Experience: Nine years of professional work as an administrative manager.

Notes: Substitutions for education and experience are allowed.

DESIRED OR PREFERRED QUALIFICATIONS
  • Experience in managing large teams or contact center operations.
  • Professional in Human Resource management is a plus.
  • Experience with implementing systems and processes.
  • Master’s degree in a related field.
  • Strong communication and interpersonal skills.
SPECIAL REQUIREMENTS

All candidates subject to a background check against files maintained by the Division of Unemployment Insurance.

SELECTION PROCESS

Information concerning qualifications must be submitted by the closing date. Applications that meet qualifications will be referred for interviews.

EXAMINATION PROCESS

The assessment may consist of a rating of education, training, and experience related to the position's requirements.

BENEFITS

This is a full-time position eligible for full State benefits, including:

  • Flexible hours and hybrid teleworking
  • Paid holidays 12-13 per year
  • Generous paid leave package
  • State Pension and tax-deferred retirement savings plans
  • Comprehensive health, dental, and prescription plans
  • Flexible Spending Account for Health Care and Daycare
  • State Employees Credit Union
FURTHER INSTRUCTIONS

Contact Erika.leonard-anderson1@maryland.gov for more information.

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