OAG - Child Support | Div. Chief-CS Cust. Engageme

About the role

The Division Chief of CSD Customer Engagement oversees operational and strategic initiatives for the Child Support Division, focusing on improving customer service and satisfaction.

Responsibilities

• Develops, coordinates, directs, monitors, and evaluates the performance of the Child Support Program customer operations.
• Provides leadership for child support customer service agents and supporting staff.
• Collaborates with regional leadership stakeholders to develop plans for continual improvement in customer satisfaction and first point of contact resolution.
• Learns and implements staff development plans to enhance the customer service agent role.
• Promotes a culture of experimentation and leads human-centered approaches to continuous process improvement.
• Manages customer service personnel, including hiring, coaching, mentoring, implementing corrective actions, communicating individual performance plans, and conducting evaluations.
• Maintains and reports on key performance indicators related to communications channel patterns and staff retention.
• Manages the resolution of inquiries and complaints from various stakeholders, including parents, attorneys, government officials, and advocacy groups.
• Participates in special Child Support Division task forces, committees, studies, workgroups, and projects.
• Evaluates new tools and processes in collaboration with other agency staff.
• Performs related work as assigned.

Qualifications

• Graduation from high school or equivalent.
• Bachelor's degree from an accredited college or university in fields such as Child Support Program, management, public administration, customer service operations, or closely related fields.
• Experience in the Child Support Program, management, public administration, customer service operations, or closely related fields may substitute for the required education on a year-for-year basis.