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Posted : Monday, August 19, 2024 12:01 PM
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.
The person in this position will be able to balance project work as well as the development, mentoring and coaching of 3-4 Leave and Care Supervisors who will report to them.
They will be an effective communicator who values collaboration and holds themselves and others accountable for quality of work.
Additionally, they will support the agency in our Equity, Diversity and Inclusion (EDI) efforts.
As our Service Delivery Manager your primary responsibility is to manage staff, technology and resources to ensure that people can access timely and accurate Paid Family Medical Leave services.
This role requires a strategic and tactical leader who can support the Customer Service Manager in using customer feedback to achieve the goal of customer delight.
This includes providing leadership to direct service professionals who deliver Paid Family and Medical Leave and WAcares services to accomplish the agency's mission, performance standards, and objectives.
This position is a hybrid position and will require occasional in-office work within the Maple Park location located in Olympia, Washington.
Duties In this manager role you will also be responsible for managing the day-to-day application of business processes and service delivery models for the customer care center.
You will be relied upon to effectively manage performance of staff in high volume, fast paced, transaction processing environment; monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes.
And you will create and foster a culture in which the synergistic power of teams is realized, a learning organization based on how learning really happens, and a climate that supports creativity and innovation.
Some of what you'll be doing: Analyze trends in day-to-day customer issues and complaints to clearly understand customer needs; identify short and long-term improvement strategies and implement service delivery enhancements.
Drive desired levels of improved customer experience scores; drive improvements to service delivery practices; apply strategies that support and leverage best practices of industry leaders in customer experience.
Incorporate practices and strategies, specifically related to interactions with Paid Family and Medical Leave and WAcares services and systems to ensure services meet the vision, mission and goals of the program.
Ensure that the customer care center team works effectively and efficiently with a multitude of internal and external parties and service delivery partners.
Identify and make recommendations for design and implementation of new initiatives or solutions to problems related to statewide service delivery.
Serve as a member of the Leave and Care Operations Management Team and participate with executive leadership in determining administrative changes.
Provide leadership on behalf of the Customer Service Manager in their absence.
Click here to request a detailed description of the position and its duties.
Qualifications Required: Bachelor's Degree AND Four (4) years of experience managing customer service initiatives in a contact center, customer service call center, or a fast-paced customer service-focused environment.
OR Six (6) years of experience managing customer service initiatives in a contact center, customer service call center, or a fast-paced customer service-focused environment.
Leave and Care Contact Center 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 supervising a team, ensuring consistent application of policies and performance expectations.
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.
Desired qualifications include: Lean Green or Black belt certified.
Demonstrated knowledge and ability to lead in a Contact Center environment.
Experience working in an Agile environment Two (2) years' supervisory experience.
Additional Requirements of Employment: Must be able to pass the Unemployment Insurance (UI) Fraud Check.
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.
Attach your Cover Letter, and Resume 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 or 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**
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.
The person in this position will be able to balance project work as well as the development, mentoring and coaching of 3-4 Leave and Care Supervisors who will report to them.
They will be an effective communicator who values collaboration and holds themselves and others accountable for quality of work.
Additionally, they will support the agency in our Equity, Diversity and Inclusion (EDI) efforts.
As our Service Delivery Manager your primary responsibility is to manage staff, technology and resources to ensure that people can access timely and accurate Paid Family Medical Leave services.
This role requires a strategic and tactical leader who can support the Customer Service Manager in using customer feedback to achieve the goal of customer delight.
This includes providing leadership to direct service professionals who deliver Paid Family and Medical Leave and WAcares services to accomplish the agency's mission, performance standards, and objectives.
This position is a hybrid position and will require occasional in-office work within the Maple Park location located in Olympia, Washington.
Duties In this manager role you will also be responsible for managing the day-to-day application of business processes and service delivery models for the customer care center.
You will be relied upon to effectively manage performance of staff in high volume, fast paced, transaction processing environment; monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes.
And you will create and foster a culture in which the synergistic power of teams is realized, a learning organization based on how learning really happens, and a climate that supports creativity and innovation.
Some of what you'll be doing: Analyze trends in day-to-day customer issues and complaints to clearly understand customer needs; identify short and long-term improvement strategies and implement service delivery enhancements.
Drive desired levels of improved customer experience scores; drive improvements to service delivery practices; apply strategies that support and leverage best practices of industry leaders in customer experience.
Incorporate practices and strategies, specifically related to interactions with Paid Family and Medical Leave and WAcares services and systems to ensure services meet the vision, mission and goals of the program.
Ensure that the customer care center team works effectively and efficiently with a multitude of internal and external parties and service delivery partners.
Identify and make recommendations for design and implementation of new initiatives or solutions to problems related to statewide service delivery.
Serve as a member of the Leave and Care Operations Management Team and participate with executive leadership in determining administrative changes.
Provide leadership on behalf of the Customer Service Manager in their absence.
Click here to request a detailed description of the position and its duties.
Qualifications Required: Bachelor's Degree AND Four (4) years of experience managing customer service initiatives in a contact center, customer service call center, or a fast-paced customer service-focused environment.
OR Six (6) years of experience managing customer service initiatives in a contact center, customer service call center, or a fast-paced customer service-focused environment.
Leave and Care Contact Center 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 supervising a team, ensuring consistent application of policies and performance expectations.
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.
Desired qualifications include: Lean Green or Black belt certified.
Demonstrated knowledge and ability to lead in a Contact Center environment.
Experience working in an Agile environment Two (2) years' supervisory experience.
Additional Requirements of Employment: Must be able to pass the Unemployment Insurance (UI) Fraud Check.
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.
Attach your Cover Letter, and Resume 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 or 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**
• Phone : (564) 200-2475
• Location : Olympia, WA
• Post ID: 9136431688
