Customer Service Team Leader (108069)

Supervisor, Division Of Early Childhood Care & Development

The Mississippi Department Of Human Services is dedicated to serving others while providing a wide range of public assistance programs, social services, and support for children, low-income individuals and families. The agency seeks to empower families so they can become self-sufficient and responsible for their future success. This position is with the Division Of Early Childhood Care & Development and will be located in State Office.

This individual will supervise call center agents in the Division Of Early Childhood Care And Development. Responsibilities include creating efficient staff schedules that align with forecasted call center volumes to ensure adequate coverage, tracking agent adherence to schedules and real-time call volumes to make immediate adjustments, and analyzing key performance metrics to identify trends, problem areas, and opportunities for improvement in service quality and efficiency. Agency prefers; The ability to analyze data, identify trends, and make decisions based on collected data is essential. This position requires expertise in management systems, scheduling tools, and performance tracking software. Strong communication skills are also necessary for effective interaction with team members and leadership. Candidates should be able to organize tasks efficiently and may require experience in a high-volume call center environment. Experience and knowledge of the Child Care Payment Program.

This is a non-state service, time-limited position with the Mississippi Department Of Human Services.

The ability to communicate effectively with team members and leadership. This position requires forecasting call volumes, scheduling agents, and analyzing real-time performance data to ensure the call center meets service level goals and improves the overall customer experience.

Typically requires High School Diploma or equivalent and 6-8 years of experience, two years of which must have included line or project supervision.