Call Center Manager

State of Maryland•Baltimore City, MD

19h

About The Position

The primary purpose of this position is to manage the Division of Vital Records Call Center which serves constituents, the Maryland Department of Health, and other agencies and political offices requiring assistance from the Division. The individual in this role will provide hands-on management and assist team members in resolving requests, complaints, and inquiries received via email and phone form constituents as well as local, state and federal agencies. This person is responsible for ensuring that the call center complies with and exceeds the Governor's customer service initiative, while also being well-versed in the statutes and regulations governing the issuance and registration of birth and death certificates, marriage certificates, divorce verifications, and affidavits of parentage. This position is responsible for ensuring that the Call Center staff achieves service level agreements, maintaining a standard of service consistent with industry best practices. The individual occupying this position shall be accountable for oversight of the Call center team, guaranteeing compliance with prescribed service level objectives and the provision of service quality that conforms to prevailing industry standards of excellence. Key responsibilities include: Process Improvement: Identifying areas for improvement in call handling processes, implementing new technologies, and streamlining workflows to enhance efficiency. Resource Planning: Effectively planning and allocating resources, including staffing levels, equipment, and technology to meet customer demand. Quality Control: Monitoring call quality, identifying areas for improvement in agent performance, and ensuring compliance with company standards. Data Analysis: Analyzing call center performance data to identify trends, measure effectiveness, and make data-driven decisions. Compliance: Ensuring that the call center adheres to all relevant regulations and industry standards.

Requirements

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One year of administrative staff or professional work.

Nice To Haves

Experience providing courteous and professional responses to customer requests
Experience maintaining confidentiality of information and following security policies
Experience receiving, investigating and suggesting courses of action for quick and decisive resolution of customer issues/requests
Ability to communicate effectively with co-workers and staff of other agencies

Responsibilities

Process Improvement: Identifying areas for improvement in call handling processes, implementing new technologies, and streamlining workflows to enhance efficiency.
Resource Planning: Effectively planning and allocating resources, including staffing levels, equipment, and technology to meet customer demand.
Quality Control: Monitoring call quality, identifying areas for improvement in agent performance, and ensuring compliance with company standards.
Data Analysis: Analyzing call center performance data to identify trends, measure effectiveness, and make data-driven decisions.
Compliance: Ensuring that the call center adheres to all relevant regulations and industry standards.