Supervisor, Call Center Services

Salary: $60,906.00 - $100,669.00 Annually
Location : Catonsville, MD
Job Type: Full-Time Staff
Job Number: 2024-007
Division: Enrollment and Student Services
Department: Enrollment Services Center
Opening Date: 01/16/2024
Class Description
The purpose of this position is to perform professional level administrative duties in supervising Call Center staff and functions.
Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.
For Best Consideration Please Apply By: January 30, 2024
Minimum Requirements
Bachelor's degree required. Degree in management, social science or related field preferred. Four (4) years of Call Center or customer service experience required. Two (2) years of recent supervisory experience required.
Class Specific Essential Duties

1. Coordinate a functional process within the Call Center.
2. Implement department programs or initiatives.
3. Monitor compliance with policies and procedures.
4. Maintains enrollment related department records and files, as required.
5. Conduct and attend meetings, as required.
6. Supervise, advise, and evaluate assigned staff, as required.
7. Prepare, analyze and provide reports on miscellaneous subjects, as requested.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.
Position Specific Essential Duties

1. Manages the day-to-day operations of the Call Center staff.
2. Directly supervises, provides leadership, orientation, and training, coaching, and mentoring to departmental staff.
3. Participates in the recruiting, and hiring Call Center associates to build high performance teams
4. Assists in establish schedules, work procedures and recommends improvements to increase efficiency
5. Ensures staff compliance with departmental and organizational policies, procedures and protocols
6. Participates in multidisciplinary meetings, committees, and projects addressing issues related to educational initiatives, conflict resolution, cost containment issues, implementation of new services/systems, and performance measures
7. Ensures compliance with established performance/ quality standards, assists teams in identifying performance issues, generate solutions for identified problem areas and drive action plans to maintain compliance with performance requirements including the improvement of first contact resolution and repeat call rates.
8. In collaboration with Quality Assurance, maintains the agent level knowledge base and the professional level knowledge base for all functional areas served as to ensure the hand-off from agent to professional staff is streamlined, accurate, and effective.
9. Prioritizes initiatives and educational efforts to ensure urgent and important issues are addressed promptly and resolved, successfully drive to excellent results and meet or exceed goals.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.
CCBC Full Time Benefits At A Glance
BENEFITSUMMARYHealth and Medical

• CIGNA
  • Cigna Open Access Plus (OAP)
  • Cigna Open Access Plus In Network (OAPIN)

Kaiser

Prescription Drug Benefits:

• For CIGNA Plans - included in Cigna Plan Medical Premiums
• Kaiser - included in Kaiser Medical Premium

Mental Health
Emotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre-approved. Premium included in medical care plan.
Dental Benefits

• CareFirst Blue Cross/Blue Shield Regional Traditional
• CareFirst Blue Cross/Blue Shield Regional Preferred

Vision Benefits

• CareFirst Blue Cross/Blue Shield/Davis Vision

Flexible Spending Accounts

• Benefit Strategies Health Spending Account $2,600
• Benefit Strategies Dependent Care (children under 13 and elder care) $5,000

FinancialTerm Life Insurance: MetLife

• Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10)
• Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid.

Permanent Whole Life Insurance: Unum

• Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum. Available to full-time employees, part-time associates, and adjunct faculty.
• Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid.

Accidental Death & Dismemberment: The Hartford
Individual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000.
Long-Term Disability
Plan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium.
Retirement Plans

• Maryland State Teacher's Pension System (7% contributory)
• Optional Retirement Plan (non-contributory)
• Baltimore County Employees' Retirement System (7% contributory)

Supplemental (Retirement Annuities) 403(b) and 457(b)

• Tax-sheltered annuities - 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms.
  The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees).
• Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions.
• Deferred Compensation Plan - 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.

Legal Services
Legal Resources is a pre-paid legal voluntary benefit for advice, consultation and representation for commonly used legal services.
Credit Union
First Financial Federal Credit Union membership available to employees.
Direct Deposit
It's convenient, safe, reliable and saves time. No waiting for your check on payday. The money is already in your account, whether you are at work or on vacation. Mandatory payroll direct deposit allows employees the control and flexibility of directing their pay to different accounts at any bank, in any location.
Work and FamilyEmployee Assistance Program (EAP): Cigna Behavioral
Free personal advocates assisting you and any household member to resolve any issues.
Paid Leave Benefits
Academic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays.
Tuition Assistance
Eligible full-time employees may qualify for waiver or reimbursement programs. Spouses and legal dependents up to age 22 are eligible for reimbursement with proof of successful completion and a C or better grade. Employee's eligible for Tuition Assistance become eligible for the external Tuition reimbursement program the first semester after one calendar year of employment. Eligibility for waiver or reimbursement for CCBC courses begins after the completion of a 90 day probation for public safety and classified employees.
Academic Cash Award
Classified employees are eligible for a lump sum award of $500 for completion of an unduplicated college degree.
McDaniel College's Educator's Legacy Scholarship Program
CCBC is proud to offer an exciting new benefit to all benefits-eligible employees! Read more »
McDaniel College has extended its Educator's Legacy Scholarship (ELS) program to CCBC benefits-eligible employees. CCBC is among the inaugural community college partners.
Children of ANY current full-time benefits-eligible CCBC employee with at least four years of continuous full-time employment are eligible to receive a scholarship valued at up to $100,000 over four (4) years.
The scholarship will first take effect in the fall semester. The CCBC Employee Benefits Team will provide verification of employment. Excellent teaching is McDaniel College's priority and its legacy. The College's expert faculty-mentors empower students to achieve their personal best, and many graduates go on to become top K-12 educators.
Since 2010, four of McDaniel's graduates were named state Teachers of the Year, including the 2011 National Teacher of the Year Michelle Shearer. McDaniel is ranked among Money Magazine's 50 Best Liberal Arts Colleges and offers more than 70 undergraduate programs of study. The personalized curriculum and student-faculty collaboration develop the unique potential in every student. McDaniel College welcomes the sons and daughters of CCBC employees!
Mandated Federal Benefits
Workers' Compensation, Unemployment Insurance, Social Security.
For Your Convenience

• ATM machines are available at each of the main campuses
• Check cashing with appropriate ID
• Free Parking
• Access to weight lifting facilities, swimming pool and library