CUSTOMER CARE SUPERVISOR (Customer Care Agent Supervisor)

MD; Baltimore (MD); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid holidays

Generous leave package

State pension

Retirement savings plans

Health and dental plans

Flexible Spending Accounts

Credit Union access

Job summary

State of Maryland's FAMLI program seeks a Customer Care Supervisor to lead a team of 9 to deliver high-quality support to employers and claimants. You will oversee daily operations, coaching staff, handling escalations, and driving process improvements while ensuring accurate information and compliance with program policies.

You will monitor performance metrics, manage scheduling, participate in reporting, and collaborate with stakeholders to enhance the customer experience and ensure Maryland

Qualifications

• High school diploma or equivalent; 4 years in call center/customer service.
• 4 years in customer service; 1 year in a supervisory role.
• Substitution options for college credits or military service apply.

Responsibilities

• Supervise a team of 6 agents, 1 specialist, and 1 lead, ensuring standards.
• Guide staff on program policies and procedures.
• Monitor live and written interactions for quality and accuracy.
• Resolve escalated inquiries about eligibility, claims, and employer accounts.
• Prepare recurring performance and service level reports.
• Manage scheduling, workload, and leave approvals.
• Conduct performance reviews and development feedback.
• Support process improvements to operations and customer experience.
• Collaborate with team members to strengthen operational performance.

Skills

Customer service

Team leadership

Call center ops

Data analysis

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

Salesforce

Genesys

Job description

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. 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.

GRADE

STD0014

LOCATION OF POSITION

REMOTE

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 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.

POSITION DUTIES

• 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.

MINIMUM QUALIFICATIONS

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 one year of experience providing advice and guidance to staff in a team lead or supervisory role. Notes: 1. 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 or customer service experience. 2. 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.

DESIRED OR PREFERRED QUALIFICATIONS

• A bachelor's degree in a related field (e.g., public administration, business administration, social work, or customer care), a plus.
• Experience with CRM software (Saleforce & Genesys preferred).
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite.
• Bilingual communication skills to effectively interact with customers and provide clear, professional service in both languages.

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 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. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.

BENEFITS

This is a full-time, permanent position and eligible for full state benefits, which include:

• 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 little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Accounts plans for health care and daycare
• State Employees Credit Union

To learn more, please click this link: STATE OF MARYLAND BENEFITS