Quality Rated Family Support Call Center Manager

Salary: $50,982.94 – $66,351.55 – Commensurate with education and experience.

Job Code: SSM010

Pay Grade: L

Locations: Home-based

Job Description:

The Quality Rated (QR) Family Support Center Manager will work with DECAL IT and QIP Division Leadership to develop, plan, and execute the transition and implementation of the 877ALLGAKIDS Family Support Call Center into the DECAL Contact Center. The Manager will also oversee a team of specialists who will operate the QR Family Support Center that will sit within the DECAL Contact Center and will consist of the 1-877-ALL-GA-KIDS phone line, as well as email requests and requests routed from the QR.org search engine. The manager and team will:

• provide information to families about the benefits and importance of high-quality early care and education for their children; the availability of high-quality child care and education in Georgia through the Quality Rated system; and how families can find high-quality care that fits their needs through the Family Support Contact Center resources;
• conduct searches of the QR database to find child care programs that fit families’ criteria and preferences; and provide referrals to those programs;
• provide advanced referral services to help families complete the enrollment process at their chosen child care programs;
• refer families to the appropriate departments within DECAL for answers to questions about topics and programs other than QR child care through the agency’s Contact Center;
• be cross-trained to assist the QR Provider Support Help Desk team in responding to QR provider inquiries;
• report on the Family Support Call Center activities, such as call volume, numbers of regular and enhanced referrals, and the reasons they are unable to provide referrals; and
• update child care provider rate and contact data twice a year for storage in the DECAL provider database for use by the agency.

This role requires strong customer service standards, training, and motivation for team members, and collaboration with DECAL leadership. The position is home-based, but will require travel to DECAL headquarters in Atlanta at least twice a week in the first six months of the position, and occasional travel to the office thereafter.

Job Responsibilities:

• Provides management and oversight of the QR Family Support Center and team. This includes:

o Working alongside DECAL IT, QIP, and QR leadership in establishing QR Family Support Call Center system requirements and features.

o Developing communication processes, customer service protocols, training tools, and staff performance standards for the team.

o Interviewing, hiring, directing, training, and evaluating team members as necessary.

• Manages, tracks, and monitors day-to-day operations of the QR Family Support Call Center and team. This includes:

o Promoting benefits of high-quality child care and education.

o Responding to family inquiries about the QR system and GA child care providers.

o Providing regular and enhanced referrals to QR child care programs.

o Referring questions about other DECAL programs to appropriate agency teams.

o Updating child care program information in DECAL databases.

o Communicating with and assisting the QR Provider Support Help Desk team as needed.

• Implements performance monitoring and improvement strategies. This includes:

o Monitoring and tracking QR Family Support Call Center staff performance related to:

• Onboarding and training completion.
• Proficient operation of Support Center systems.
• Adherence to customer service protocols and performance metrics.
• Handling incoming inquiries across multiple channels (phone, email, chat).

o Conducting routine Call Quality Assurance Reviews for service excellence.

o Analyzing performance trends and making recommendations for improvements.

• Provides comprehensive training and development of QR Family Support Call Center staff. This includes:

o Leading, training, and guiding staff on using various resources for family inquiries, such as QR.org search engine, internal DECAL data systems, CCS monitoring data, FindHelpGA, and MavQ.

o Creating tools, systems, and processes to support the team’s responsibilities.

o Investigating and resolving issues and complaints.

• Collaborates and communicates with QIP and QR leadership and other staff across the agency. This includes:

o Partnering with QR, IT, CAPS, Pre-K, CCS, Inclusion Services, and other DECAL teams to resolve questions.

o Collaborating with division managers for consistency and effective task hand-off.

o Facilitating communication within the team and across divisions.

o Maintaining positive working relationships within the QR Family Support Center team, with the QR Provider Support Help Desk team, the QR unit, the QIP Division and the other agency divisions, as well as with applicable partner state and community agencies.

• Preparing reports and representing QIP and DECAL. This includes:

o Creating data reports and presenting updates on progress towards goals to QR and QIP leadership.

o Serving on workgroups and participating in cross-divisional meetings to identify barriers and improve processes.

o Handling special projects and additional responsibilities as assigned.

Technical Competencies:

• Excellent oral, written, analytical, presentation, and interpersonal communication skills in English required; oral and written proficiency in Spanish, a plus
• Demonstrated ability to form and maintain collaboration among partners
• Demonstrated ability to develop and deliver training and presentations
• Computer skills in Microsoft Office to include Outlook, Word, EXCEL, SharePoint, and PowerPoint, as well as ShareFile
• Demonstrated proficiency in planning, developing, and implementing a telephonic customer service call center
• Proficiency in using the QR.org search engine, NexxPhase or comparable computerized telephonic customer service software system, and computerized databases
• Ability to manage own time, set priorities, work without direct supervision, and contribute to team atmosphere
• Competence in answering questions related to child care quality, health, and safety, as well as community resources, quickly and accurately
• Strong knowledge of and experience in program development and implementation
• Experience working with diverse communities and sensitivity to needs and concerns of various cultural groups

Agency Required Qualifications:

• Bachelor’s degree in a related area from an accredited college or university and two (2) years of job-related supervisory experience in a human service delivery program; or related certification and one (1) year of job-related supervisory experience in a human service delivery program; or two (2) years of experience at the lower level Social Svcs Prgm Mgr Spv (SSP023) or equivalent position.

Agency Preferred Qualifications:

• Bachelor’s degree in a related area from an accredited college or university AND at least three (3) years of supervisory experience in a human service delivery program
• Current or previous work experience in the QR program, another DECAL program, or a child serving, state, or community program or organization
• Expert knowledge and training in creating a family and provider service-centered culture and integrating exemplary customer service into processes and procedures
• Experience in working with IT on customer service call center system development and User Acceptance Testing

Physical Position Requirements:

• Work is typically performed in an environment with intermittent sitting, standing, or walking in various settings.
• The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication
• Close visual acuity to perform an activity such as: preparing and analyzing data; viewing a computer terminal; extensive reading and visual inspection.
• Full range of hand and finger motion for data entry purposes.

Recruitment Pool: Opened to all qualified candidates

To Apply: Please submit your resume and cover letter to Sonja.Steptoe@decal.ga.gov

Bright from the Start: Georgia Department of Early Care and Learning is a family-friendly employer, offering flexible work schedules (at supervisory discretion) and a comprehensive compensation package, to include healthcare, retirement, 401-k match, and elective options for dental, vision, AD&D, short and long-term disability, and life insurance. Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer and drug-free workplace. A background check will be completed upon hire, which may consist of any or all of the following: criminal and employment histories, credit history (as applicable to the position), education credentials, and motor vehicle driving records.

If you are an individual with a disability who may require assistance or other reasonable accommodation in order to participate in the selection process for this position, you may contact our HR department at 404-656-3922. Due to the volume of submissions received by this office, information concerning application or interview status cannot be provided in writing, over the phone, or in person. All applicants who submit a complete application package will be considered but may not necessarily receive notification or an interview. The job posting may be subject to being closed at any time without notice. Only those qualified candidates who are selected for an interview shall receive notification upon the filling of this vacancy.

Georgia Department of Early Care and Learning is an equal opportunity employer.

Bachelor’s degree in a related area from an accredited college or university and two (2) years of job-related supervisory experience in a human service delivery program; or related certification and one (1) year of job-related supervisory experience in a human service delivery program; or two (2) years of experience at the lower level Social Svcs Prgm Mgr Spv (SSP023) or equivalent position.

Additional Information

• Agency Logo:
• Requisition ID: SOC0EH7
• Number of Openings: 1
• Shift: Day Job
• Posting End Date: Dec 31, 2024

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