Remote Customer Care Supervisor - FAMLI Program

Maryland; Baltimore (MD); Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Paid holidays

Generous leave package

State pension

401(k) plan

Health, dental, and vision insurance

Flexible Spending Accounts

Credit Union

Job summary

JobAps in Maryland is seeking a Customer Care Supervisor to lead a team of 6 agents, 1 specialist, and 1 lead, delivering high-quality service for the FAMLI program. This remote role supports employers and claimants and drives performance improvements.

You will supervise daily operations, review interactions, handle escalations, and contribute to reporting, scheduling, and staff development. The position offers full state benefits and a stable, mission-driven environment.

Qualifications

• Graduation from high school or equivalent.
• At least four years in customer service in a call center environment.
• One year of experience providing guidance to staff in a team lead or supervisory role.
• Candidates may substitute college credits or military service per the ad.

Responsibilities

• Supervise and evaluate a team of 6 customer care agents, 1 customer care team lead, and 1 customer care specialist, ensuring adherence to performance, productivity, quality, and customer service standards.
• Provide guidance and support to team members regarding program policies, procedures, and inquiries.
• Monitor live and recorded customer interactions and email correspondence to ensure staff deliver high-quality customer care.
• Resolve escalated and complex inquiries and issues involving FAMLI program eligibility, claim status, and employer accounts.
• Prepare, review, and analyze recurring reports to monitor performance and identify trends for improvement.
• Manage team scheduling, workload distribution, and leave approvals to maintain staffing levels.
• Conduct employee performance reviews and provide coaching to improve performance.
• Support continuous improvement of customer care processes and workflow for better service delivery.
• Contribute strategic insights to strengthen operational performance and customer satisfaction.

Skills

Customer service leadership

Team supervision

Communication skills

Bilingual communication

Education

High school diploma or equivalent

Tools

Salesforce

Genesys

Job description

JobAps in Maryland is seeking a Customer Care Supervisor to lead a team of 6 agents, 1 specialist, and 1 lead, delivering high-quality service for the FAMLI program. This remote role supports employers and claimants and drives performance improvements.

You will supervise daily operations, review interactions, handle escalations, and contribute to reporting, scheduling, and staff development. The position offers full state benefits and a stable, mission-driven environment.