Call Center Manager

Introduction

This recruitment is limited to current employees of the Maryland Department of Health only.

GRADE

13

LOCATION OF POSITION

MDH - Division of Vital Records 6764-B Reisterstown Road Baltimore, MD 21215

Main Purpose of Job

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.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: One year of administrative staff or professional work. Notes: 1. Candidates may substitute 30 college credit hours from an accredited college or university for the required experience. 2. 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.

DESIRED OR PREFERRED QUALIFICATIONS

The desired candidate should possess the following: 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

LIMITATIONS ON SELECTION

This recruitment is limited to current employees of the Maryland Department of Health only.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SELECTION PROCESS

Applicants who meet the minimum (and selective) qualifications will be included in further evaluation. The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview). Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application. Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application (and supplemental questionnaire) may be submitted to MDH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. Paper application materials must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. If additional information is required, the preferred method is to upload. If you are unable to upload, please fax the requested information to 410-333-5689. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time. For questions regarding this recruitment, please contact the MDH Recruitment and Selection Division at 410-767-1251. If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov. Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258. We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.