Leave & Care Division - PFML Service Delivery Manager (WMS1) - Hybrid/Olympia
Job description
The Leave and Care Division (LCD) is seeking to hire a (permanent) PFML Service Delivery Manager. This position is a hybrid position and may require occasional in office work within the Maple Park location located in Olympia, Washington. The ideal candidate will have the skill and ability to effectively plan, organize, and manage the direct service work activities of the Paid Family and Medical Leave contact center. You'll be responsible for optimum service delivery that is innovative and incorporates best practices as well as achieve business objectives and performance. 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.
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 includes providing leadership to direct service professionals who deliver Paid Family and Medical Leave services to accomplish the agency's mission, performance standards, and objectives. To learn more about our Mission and Values please visit: Link to ESD Values (Download PDF reader) . If our mission motivates you, we hope you'll apply to be a part of our team!
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 contact 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:
- Ensure staff are provided customer-focused training plans and methods; monitor completion of training plans; and provide regular feedback and coaching as needed.
- 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 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 Paid Family and Medical Leave Operations Management Team and participate with executive leadership in determining administrative changes. Provide leadership on behalf of the Customer Service Manager in their absence.
Required qualifications:
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.
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 years' supervisory experience.
- Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
- Per Gov. Inslee’s Proclamation 21-14 (Download PDF reader) (Download PDF reader), as a condition of employment, existing employees and volunteers of the Washington State Employment Security Department (ESD) must be fully vaccinated. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are selected to serve within ESD as an employee or volunteer, you will be required to provide proof of vaccination before you are able to begin work. You may request an accommodation if you are unable to meet the requirement due to a medical or religious necessity.
Opportunity for All
Other Information
- If you need assistance in the application process or have general questions about this opportunity, please contact Jeanette Nelson or 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711.
- Auxiliary aids and services are available upon request to individuals with disabilities.
- Please submit 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.
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