Customer Support Supervisor (ECECD #10119134) State of New Mexico - 3.5 Albuquerque, NM Job Details Full-time $33.12 - $49.68 an hour 3 hours ago

Qualifications Driver's License Full Job Description 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 New Mexico children, families, providers and internal staff/management. Minimum Qualification Associate's Degree in Social Work, Psychology, Guidance and Counseling, Education, Sociology, Criminal Justice, Criminology, 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 Do you know what Total Compensation is? Click here

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.