Remote Customer Care Supervisor — Lead a 7-person team

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

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