Office Supervisor

State of Maryland•Baltimore City, MD

1d•Onsite

About The Position

The Maryland Department of Labor is currently accepting applications for an Office Supervisor position within the Division of Occupational and Professional Licensing. This role is critical to ensuring the efficient administration of licensing functions for 25 regulatory boards and commissions within the Division of Occupational and Professional Licensing. The primary purpose of this position is to lead and coordinate all operations within the division’s Central Licensing Unit and Call Center, which serves as the central point of contact for more than 255 licensees statewide and manages over 4,000 calls each week. Key responsibilities include directing staff operations; training, assigning, and evaluating work; overseeing the review and processing of license applications; and ensuring the timely and accurate issuance of licenses in compliance with established policies, regulations, and statutory requirements. This position also provides direct supervision of the Call Center team, including five representatives responsible for a broad range of clerical and customer service functions essential to agency operations. The role requires oversight of complex inquiries and the review, verification, and interpretation of licensing information to make informed determinations, resolve issues, and ensure consistent application of agency policies, regulatory standards, and applicable laws. Through leadership of these core functions, the position plays a vital role in maintaining operational efficiency, regulatory compliance, and high-quality customer service across the division.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Two years of administrative staff or professional work.
Candidates may substitute 30 credit hours from an accredited college or university for one year of the required experience.
Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

Nice To Haves

Experience Supervising
Experience with AS400
Experience managing a call center
Experience with clerical duties and data entry

Responsibilities

Process, coordinate, and verify original and renewal license applications by monitoring information entered by employees through Wells Fargo and theAS400 system to ensure accuracy and compliance with applicable law and regulations.
Provides potential licensees with instructions for filing electronically via the internet.
Manages and maintains electronic licensing records and payment documentation to ensure accuracy, accountability, and compliance with agency standards and record retention requirements.
Conducts research, analyzes complex administrative and operational matters at the direction of executive leadership, and develops recommendations to support strategic decision-making, process improvements, and innovative business practices.
Reviews, evaluates, and assists in the development and implementation of agency policies, procedures, and program initiatives to ensure operational effectiveness, regulatory compliance, and alignment with organizational goals.
Develops, implements, and maintains comprehensive operational procedures for the Payment Center to ensure efficient and compliant processing of original and renewal license applications.
Oversees and coordinates critical Payment Center functions, including reconciliation of lockbox transactions with batch statements, monitoring and maintaining daily package receipt logs for mail deliveries, and ensuring timely and accurate processing of incoming licensing documentation.
Evaluates workflow processes within the Payment Center, identifies operational inefficiencies, and implements procedural enhancements to improve service delivery, strengthen internal controls, and support overall program objectives.
Preparation and maintenance of a staff directive log, which defines procedures to be followed by the Customer Service Center team in the processing of applications, reconciling lockbox transactions, electronic transactions, issuance/release of licenses, and assisting consumers via telephone, email, or in person.
Review and recommend action plans and procedures to implement new or revised systems/programs.
Responsible for establishing, implementing, and maintaining various special projects as established by new law, regulation, or administrative decision, and assisting the administrator on various projects when needed.
Train and assist new staff with BCT and UC Client software.