Office Supervisor

Introduction

The Maryland Department of Labor is currently accepting applications from qualified candidates for an Office Supervisor position within the Division of Occupational and Professional Licensing. As a member of the Occupational and Professional Licensing Team, you can build a fulfilling career while enjoying a comprehensive benefits package, including medical and dental converge, paid time off (vacation and sick leave), participation in the State pension plan, supplemental retirement options, and membership in the Maryland State Employees Credit Union. Resumes are accepted, as additional information, however the application will be rejected unless it is not completed

GRADE

14

LOCATION OF POSITION

100 S. Charles Street, Baltimore, Maryland 21201

Main Purpose of Job

The primary purpose of this position is to lead and coordinate all operations within the division's Central Licensing Unit and Call Center, which serves as the central point of contact for more than 255 licensees statewide and manages over 4,000 calls each week. This role is critical to ensuring the efficient administration of licensing functions for 25 regulatory boards and commissions within the Division of Occupational and Professional Licensing. Key responsibilities include directing staff operations; training, assigning, and evaluating work; overseeing the review and processing of license applications; and ensuring the timely and accurate issuance of licenses in compliance with established policies, regulations, and statutory requirements. This position also provides direct supervision of the Call Center team, including five representatives responsible for a broad range of clerical and customer service functions essential to agency operations. The role requires oversight of complex inquiries and the review, verification, and interpretation of licensing information to make informed determinations, resolve issues, and ensure consistent application of agency policies, regulatory standards, and applicable laws. Through leadership of these core functions, the position plays a vital role in maintaining operational efficiency, regulatory compliance, and high-quality customer service across the division.

POSITION DUTIES

Duties of this position include but are not limited to: Process, coordinate, and verify original and renewal license applications by monitoring information entered by employees through Wells Fargo and theAS400 system to ensure accuracy and compliance with applicable law and regulations. Provides potential licensees with instructions for filing electronically via the internet. Manages and maintains electronic licensing records and payment documentation to ensure accuracy, accountability, and compliance with agency standards and record retention requirements. Conducts research, analyzes complex administrative and operational matters at the direction of executive leadership, and develops recommendations to support strategic decision-making, process improvements, and innovative business practices. Reviews, evaluates, and assists in the development and implementation of agency policies, procedures, and program initiatives to ensure operational effectiveness, regulatory compliance, and alignment with organizational goals. Develops, implements, and maintains comprehensive operational procedures for the Payment Center to ensure efficient and compliant processing of original and renewal license applications. Oversees and coordinates critical Payment Center functions, including reconciliation of lockbox transactions with batch statements, monitoring and maintaining daily package receipt logs for mail deliveries, and ensuring timely and accurate processing of incoming licensing documentation. Evaluates workflow processes within the Payment Center, identifies operational inefficiencies, and implements procedural enhancements to improve service delivery, strengthen internal controls, and support overall program objectives. Preparation and maintenance of a staff directive log, which defines procedures to be followed by the Customer Service Center team in the processing of applications, reconciling lockbox transactions, electronic transactions, issuance/release of licenses, and assisting consumers via telephone, email, or in person. Review and recommend action plans and procedures to implement new or revised systems/programs. Responsible for establishing, implementing, and maintaining various special projects as established by new law, regulation, or administrative decision, and assisting the administrator on various projects when needed. Train and assist new staff with BCT and UC Client software.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Two years of administrative staff or professional work. Notes: 1. Candidates may substitute 30 credit hours from an accredited college or university for one year of the required experience. 2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience. 3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preffered qualification(s). Include clear and specific information on your application regarding your experience. Experience Supervising Experience with AS400 Experience managing a call center Experience with clerical duties and data entry

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (MDL/DUI) to determine whether any monies are owed to MDL/DUI as a result of unemployment overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date.We will not consider information submitted after this date.Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on theeligible (employment) list for at least one year. RESUMES ARE NOT ACCEPTABLE AND NOT CONSIDERED IN THE SELECTION PROCESS. All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. For positions that require Bachelor/Master Degree etc: Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. View phone number on click.appcast.io or World Education Services Inc. View phone number on click.appcast.io or View phone number on click.appcast.io.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.It is important that you provide complete and accurate information on your application.Please report all experience and education that is related to this position. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position. Successful candidates will be placed on the certified list categorized as Best Qualified, Better Qualified, or Qualified. The certified list will be used by LABOR for a period of one year.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410)767-4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends) After business hours, please submit an email request to View email address on click.appcast.io. If you encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing. If you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing. We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214. The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted. PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION Completed applications, required documentation, and any required addendums may be mailed to: Maryland Department of Labor/ Office of Administration Attn: Donna L. Watson 26-002708-0005 100 S. Charles Street, 5th floor Suite 5000Baltimore, MD 21201 For additional information, please contact Donna L. Watson at View phone number on click.appcast.io or via email View email address on click.appcast.io The MD State Application Form can be found online Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.