LCD Quality & Customer Support Manager (WMS1): Telework LCD Quality & Customer Support Manager (WMS1): Telework

Description

The ideal candidate for this position will be a strong leader who represents and models ESD and Leave and Care’s Mission, Vision and Values. They will provide exceptional customer service to both internal and external customers, lead with kindness and apply a tactical and strategic mindset in making procedural, policy and logistical decisions. They will lead with a high degree of integrity and compassion. Additionally, they will be a leader that supports the agency in our Equity, Diversity and Inclusion (EDI) efforts. 

The Leave and Care Division (LCD) is hiring a Quality and Customer Support Manager (WMS1) to ensure quality services are provided to employers and citizens of Washington State. You will be relied upon to ensure quality services are provided to employers and citizens of Washington by leading a team of professionals who provide customer delight to internal and external customers; process all claims and premium collections; and provide leadership to accomplish the agency’s mission, performance standards and objectives. The Leave and Care Operations Team provides people-centered, accessible services to benefit workers and employers, so Washingtonians can take time to care for themselves and the people they love. As the Quality and Customer Support Manager you will report to a Leave and Care Customer Service Manager. You will provide expert level data collection, analyses and reporting to Operations management and staff regarding highly complex and multidimensional issues impacting the flow of different workstreams, within Operations. Additionally, you’ll provide expert level data collection and recommendations to enhance the overall quality of services provided to customers interacting with the Paid Leave and WA Cares Program. You will provide exceptional leadership to a team, including mentoring, coaching and development of up to 12 Leave and Care ES BS 3s (Quality assurance and Customer Support Leads). This full-time and permanent position is primarily telework but may need to attend occasional in-office meetings or events. 

• When applying, please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents.

Duties

The Quality & Customer Support Manager’s primary responsibility will be to directly supervise both a team of Customer Support Leads and Quality Assurance Specialists and ensures quality of services provided by reviewing outcomes and service results across the care team, gathering, and analyzing that data, and reporting out to Operations Leadership.

Some of what you’ll be doing:

• Directly supervising a team of Leave and Care Division Quality Assurance Specialists as they support the Customer Care Team Specialists and our customers.
• Assigns work, coaches, mentors, and evaluates staff, sets priorities and reviews work of staff.
• Leads the team in setting goals, objectives, tracking outcomes and continually improving processes.
• Collaborates with our Operations leaders to develop, evaluate, and revise Quality Assurance evaluation report templates, correspondence, and other tools and processes to support efficient output of Quality Assurance in a constantly changing environment.
• Directly supervising a team of Leave and Care Division Customer Support Leads as they support the Customer Care Team Specialists and our customers;
• Assigns work, coaches, mentors, and evaluates staff, sets priorities and reviews work of staff.
• Leads the team in setting goals, objectives, tracking outcomes and continually improving processes
• Provides guidance to Customer Support Leads to assist in resolution of escalated customer concerns.
• Collaborates with interagency and cross agency partners such as office of the ombudsman and government relations to ensure quality services to customers with Reasonable Accommodations, Hardships and other complex and escalated situations.
• Writes performance expectations and evaluates staff performance.
• Approves leave requests and timesheets for staff.
• Assesses staffing needs and works with Operations Leadership team on recruitments, interviews, and responsible for development of training plans and coordinating delivery of training.
• Works with staff to resolve client/customer problems by identifying the issues, determining procedural steps necessary to bring resolution, and communicating results to the client/customer
• Acts as liaison between clients/customers and agency.

Click here to request the full job description and duties.

Qualifications

Required:

The qualified candidate will have one of the following;

A combination of experience and/or education equivalent to six (6) years which includes;

• Two (2) years of professional experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collections pro providing staff support in financial eligibility determination, and
• At least one (1) year of supervisory experience.

OR: One (1) year of experience supervising a team in the Customer Care Center.

OR: Two (2) years’ experience as an ES Benefit Specialist 3 Quality Assurance Specialist or Customer Support Lead with Leave and Care.

OR: Two (2) years of experience equivalent to the ES Benefit Specialist 3 with another state that administers a paid family medical leave program and at least one-year supervisory experience.

Desired:

Leave and Care Operations Leadership Competencies:

• Must be able to clearly understand, proactively support and model the Vision, Mission, and Purpose of the Leave and Care Division.
• Must model flexibility and adaptability to apply evolving policies, processes, program requirements, technology, and tools.
• Must perform all duties with the goal of exceeding customer expectations and meeting the needs and expectations of customers at the first possible opportunity.
• Must remain calm under pressure, effectively manage job-related stress, and be optimistic when faced with challenges.
• Must model regular and predictable attendance.
• Must perform all duties with a focus on quality assurance, customer service, and Lean concepts.
• Must be dependable and focused on completing work tasks timely, accurately, and in accordance with rules and regulations.
• Must be able to guide the team in resolving challenges and conflicts.
• Ability to develop/lead effective teams.
• Ability to cultivate and foster processes necessary to resolve customer service issues in a telephone and web-based service delivery system.
• Knowledge of coaching and mentoring techniques.

Knowledge of and ability to lead in a Contact Center environment:

• Demonstrated ability to navigate and guide others in navigating through a contact center environment.
• Effectively using and guiding others in the use of telephone systems, computer systems, and other available technology, automation programs, and web-based programs to complete assigned work.

Supervision:

• Demonstrated experience effectively coaching, mentoring, encouraging and developing team members.
• Demonstrated experience supervising a team, ensuring consistent application of policies and performance expectations.
• Demonstrated experience in the delivery of state and/or federal programs.
• Demonstrated experience in the application of state and/or federal laws, rules, policies, and procedures to programs and/or services.
• Ability to implement planning, scheduling, reporting, monitoring, and training programs in a Contact Center environment.

Quality Management:

• Knowledge and experience in a continuous business improvement cycle, and ability to understand and focus on customer needs.
• Analytical skills—use logic and reasoning to assess data, form logical conclusions, evaluate options, and make decisions or recommendations.
• Research skills—collect, synthesize, and evaluate information. Must be able to read and understand State laws, agency policies, procedures, memos, and directives and apply that information to address complex issues.

Technology:

• Ability to learn, understand and effectively work with technology in support of contact center business practices, e.g., telephony, PC applications, ILINX, and Customer Response Management systems.
• Competency in the use of Microsoft office applications.

Communications:

• Oral communication skills—convey information orally according to the needs of the audience, receive and understand spoken information. Must be able to communicate frequently and effectively with people in difficult situations, including defusing anger, calming people, working with people with communications challenges, etc. Must be able to present complex information to audiences with varying skill levels. Must be able to professionally communicate with ESD management, peers, clients, and the public. Ability to effectively communicate to internal and external stakeholders.
• Writing skills– Must be able to present complex information to audiences with varying skill levels.

Additional Conditions of Employment: 

• Must be able to pass the Unemployment Insurance (UI) Fraud Check.

Attach your Resume and Cover Letter with your Online Application through the “Add Attachments” field. A resume will not substitute for the “work experience” section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as “see attachments” may be considered incomplete. 

Supplemental Information

Our agency’s mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that’s why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self. 

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711. 

• This organization participates in E-Verify**

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That’s why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees’ Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems’ web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165. 

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 12-31-2022

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