CHILD SUPPORT CALL CENTER MANAGER
About The Position
The Department of Healthcare and Family Services, Division of Child Support Services is seeking a highly qualified and motivated individual to join our Administration team in the role of Child Support Call Center Manager. The ideal candidate will have knowledge, skill, and mental development equivalent to four years of college, four years of progressively responsible administrative experience, and the ability to travel. Excellent communication, organizational, and analytical skills are a must for this position to be successful in developing working relationships with internal and external stakeholders, developing, and implementing policies, and serving as a full line supervisor in a call center environment. This position requires extensive knowledge of state and federal policy as it relates to child support, experience utilizing Microsoft Office programs, and accounting knowledge. HFS values employees with different backgrounds, life experiences, and talents.
Requirements
- Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college
- Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in a public or business organization
- Requires the ability to travel
- Excellent communication, organizational, and analytical skills
- Extensive knowledge of state and federal policy as it relates to child support
- Experience utilizing Microsoft Office programs
- Accounting knowledge
- Ability to pass a national background check prior to employment due to accessing confidential federal tax information.
- Requires the ability to maintain and utilize state issued equipment such as a laptop
- Must file a Statement of Economic Interest and Supplemental Statement of Economic Interest.
Nice To Haves
- Two (2) years of supervisory experience in a call center environment assigning work, providing guidance to subordinates, recommending counseling and/or discipline following collective bargaining agreements, training staff and approving time off
- Two (2) years of administrative experience working with and interpreting a Child Support Maintenance/Tracking system, especially complex financial screens
- Two (2) years of experience interpreting and evaluating state and federal policy as it relates to Child Support
- Two (2) years of professional experience establishing and monitoring quality control protocols for a private or public organization
Responsibilities
- Serves as the Child Support Call Center Manager by planning, directing and evaluating the statewide Customer Service Call Center for the Child Support Services (CSS) program
- Serves as full line supervisor
- Evaluates and reviews Customer Service Call Center functions and performance standards through established program goals and objectives
- Implements and directs management studies
- Develops and maintains cooperative working relationships with other state, local and public agencies and with the Attorney General’s office and the legal community
- Plans and conducts monthly team meetings
- Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above
Benefits
- Health, Life, Vision, and Dental Insurance
- Pension Plan
- Paid Parental Leave
- Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
- 12 paid Sick Days annually
- 10 paid Vacation Days their first year of service, up to 25 paid Vacation Days annually
- 3 paid Personal Days annually
- 13-14 paid holidays annually (based on start date)
- Flexible work schedules are available in many program areas.
- Remote work may be an option for certain positions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
