Customer Support Supervisor (ECECD #10119133)

Salary

$33.12 - $49.68 Hourly $68,886 - $103,330 Annually This position is a Pay Band C9

Posting Details

VISION: All New Mexico families and young children are thriving.

MISSION: Optimize the health, development, education, and well-being of babies, toddlers, and preschoolers through a family-driven, equitable, community-based system of high-quality prenatal and early childhood programs and services.

The Early Childhood Education and Care Department was established on July 1, 2020. The Department's aim is to create a more cohesive, equitable, and effective early childhood system in New Mexico. That means coordinating a continuum of programs from prenatal to five and ensuring that families in every corner of the state can access the services they need.

Interviews will be conducted within two weeks of closing date.

Why does the job exist?

The Customer Support Supervisor position exists to provide leadership, oversight, and operational support during the agency's transition from in-person public assistance services to phone-based assessments and real-time customer support. This role ensures consistency, quality control, and effective supervision of Customer Support Specialists while supporting immediate program determinations for clients. The position also provides staff with ongoing guidance, training, and coaching as responsibilities evolve, helping ensure a smooth and efficient transition for both employees and the customers served.

How does it get done?

The Customer Support Supervisor is responsible for overseeing the daily operations and performance of Customer Support Specialists by assigning work, supervising staff, approving leave requests, conducting performance evaluations, and participating in recruitment and selection activities. The position provides training, mentoring, and coaching to staff through real-time and historical call monitoring, ensuring employees receive timely feedback and opportunities for professional development. The supervisor also supports call center operations by assisting with incoming calls during periods of high call volume to maintain service levels and reduce customer wait times. Additionally, the role requires strong problem-solving, decision-making, and communication skills to identify operational challenges, evaluate solutions, and make informed recommendations. The supervisor collaborates across teams, builds productive working relationships, and leverages technology to improve workflow, reporting, and overall service delivery.

Who are the customers?

New Mexico children, families, providers and internal staff/management.

Ideal Candidate

The ideal candidate for the Customer Support Supervisor position demonstrates strong leadership abilities and extensive experience in a call center environment. This individual is skilled in guiding staff performance, coaching to improve service quality, and managing operations in a high-volume setting. They possess strong communication and interpersonal skills, with the ability to address escalated concerns and maintain a professional, customer focused environment. The ideal candidate brings working knowledge and hands-on experience with Child Care Assistance application processing, ensuring accuracy, compliance, and timely workflow management. They are proficient in interpreting and using performance metrics to support decision-making, enhance team efficiency, and drive continuous improvement. This candidate fosters a positive, supportive team culture and maintains high standards of service delivery, documentation, and policy adherence.

Minimum Qualification

Associate's Degree in Social Work, Psychology, Guidance and Counseling, Education, Sociology, Criminal Justice, Ciminology, Family Studies/Services, Social Sciences, or Human Services and two (2) years of experience as a social work assistant and/or in social or community coordination, working with communities, working on health or social service related matters, social work/case management experience, and/or behavioral health care. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.

Employment Requirements

Must possess and maintain a valid Driver's License. Pre-employment background investigation is required and is conditional pending results.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending, and reaching may be required. Direct client interaction and some travel may be required.

Supplemental Information

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Agency Contact Information: ECECD Human Resources (505) 660-9589 Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.