Central Manager OESS Customer Services Center Manager III M3
Central Manager OESS Customer Services Center Manager III M3
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$ 95788 - 169555
1 Vacancy
Job Description
About the Position
The expected salary for this role upon hire is $95778$153198.
WHO WE ARE
Montgomery County islocatedadjacent toWashington D.C. and with over one million residents is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery Countycontainsmany major U.S. government offices scientific research and learning centers and business campuses.
The Department of Health and Human Servicesis responsible fordelivery of the Countys public health and human services that meets the needs of our communitys most vulnerable childrenadultsand seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2000 employees the Department of Health and Human Services is the largest County Department.
As aDepartment we believe health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing transportation education employment health care human services safe neighborhoods and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
WHO WE ARE LOOKING FOR
Office of Eligibility and Support Service (OESS) is currently recruiting for an enthusiastic professional to serve as Manager III. and help us achieve our mission. We are committed to fostering a collaborative and inclusive environment that supports your growth and success
What Youll Be Doing
The Central Manager within the Office of Eligibility and Support Services (OESS) provides leadership and operational oversight for the Customer Service Assistance Center (CSAC). This role ensures the efficient and effective management of customer inquiries and service requests from multiple channels including the Maryland State Department of Human Services (DHS) Customer Relations Management (CRM) system DHS Constituent Services the Maryland Department of Health the Maryland Health Benefits Exchange and the Montgomery County Department of Health and Human Services (MCDHHS) Social Services Officer and the Directors Offices and Tier II duties from the Montgomery County (MC) 311 Customer Service Unit. Key responsibilities include:
Managing and streamlining CSAC operations to enhance customer service response times and experiences.
Collaborating with the Constituent Services Unit to resolve issues efficiently and avoid duplication of efforts.
Supporting DHHS eligibility andenrollmentoutreach initiatives by ensuring staff are welltrained toassistcustomers and troubleshootenrollmentissues.
Developing internal policies and customer service surveys to measure and improve service effectiveness in alignment with state and departmental customer service expectations.
The position is further responsible for overseeing the Employment Services and Refugee and Asylee programs at the Suburban Washington Resettlement Center and compiling critical data sets that guide the administrations overall program operations.
This position plays a critical role inmaintaininghighquality customer service and operational excellence across multiple programs and initiatives.
This position is responsible for managing a call center which includes up to 25 staff members.
This position will require travel to different locations within the county.
Minimum Qualifications
Experience: Five 5 years of progressively responsible professional experience inFederal State and Local Government Publicassistanceprograms compliance auding program policies customer services and budget management.
Education: Graduation from an accredited college or university with aBachelors Degree.
Equivalency: An equivalent combination of education and experience may be substituted. Note: Based
upon legislative requirements some positions may be subject to different minimum qualifications.
LICENSE:
Possession of a valid Class C (or equivalent) drivers license from the applicants state of residence
when required for jobrelated duties
#ZR #DICEPreferred Criteria Interview Preferences
Wewilluse preferred criteria screening questions:
Do you have 5 years experience in Federal State and Local Government Publicassistanceprogramsassessing and auditing program compliance
Do you have 57 years experience in overseeing customer service/call Center and budget management
Do you have experience communicating information to large groups of internal and external partners
Do you have experience in Data Analytics and Quality Assurance
Do you have experience leading large organizations projects process improvements and initiatives
Do you have supervisory experience
We will useinterview preferencecriteria:
5 years experience in Federal State and Local Government Public assistance programsprograms compliance auditing program policies.
57 years of experience in overseeing/managing a customer service/call Center and budget management
Extensive experience in Data Analytics and Quality Assurance.
Experience supervising administrative staff.
Experienceanalyzingsocial service community needs and making recommendations on policy development.
Extensive experience in Workforce Development
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer committed to workforce diversity. Accordingly as it relates to employment opportunities the County will provide reasonable accommodations to applicants with disabilities in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference refer to the Careers webpage onHiring Preference.
All applicants will respond to a series of questions related to their education relevant experience knowledge skills and abilities required to minimally perform the job. The applicants responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a Lateral Transfer candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position you may be required to provide evidence that you possess the knowledge skills and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation the Countys Public Employees (which does not include employees of the Sheriffs office) are subject to the Countys ethics law including the requirements to obtain advanced approval of any outside employmentand the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at19A12 of the County Code. Additional information about outside employment can be obtained from theEthics Commissionwebsite.
Required Experience:
Manager
Employment Type
Full Time
