Customer Care Supervisor

State of Maryland • Baltimore City, MD

19h • Remote

About The Position

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. 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’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.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment.
• One year of experience providing advice and guidance to staff in a team lead or supervisory role.
• 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.
• 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.

Nice To Haves

• A bachelor's degree in a related field (e.g., public administration, business administration, social work, or customer care).
• Experience with CRM software (Salesforce & 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED