SWI Floor Manager II

Texas Health & Human Services Commission • Austin, TX

6d • $5,099 - $8,305

About The Position

The Workforce Management (WFM) Manager II provides leadership for workforce management and operational support within the Statewide Intake (SWI) contact center and reports to the Director of Operations. The role oversees workforce scheduling, staffing coordination, workload management, resource allocation, real-time operational performance, workforce analytics, and continuous process improvement. Managers work in partnership to promote consistent workforce management practices, operational continuity, and effective support across shifts. The position exercises independent judgment in decisions concerning staffing resources, operational priorities, workload distribution, and service delivery.

This position supports a 24/7 environment and may cover daytime, evening, overnight, and weekend operations. The posting is for two managers: a Day Manager and a Night/Overnight Manager. The position is based in Austin, Texas, and is eligible for telework, with travel up to 10%.

Requirements

• A four-year degree from an accredited university, or a combination of education and experience demonstrating the knowledge, skills, and abilities needed to perform the essential functions; education and experience may substitute for one another.
• Experience with decision-making, problem resolution, operational oversight, or authority to make independent business decisions.
• Leadership experience and/or operational oversight responsibilities in a contact center, call center, customer service, intake center, or comparable environment.
• Documented experience implementing, leading, or participating in process improvement initiatives that improved efficiency, quality, productivity, or service delivery.
• Ability to maintain the security and integrity of infrastructure in accordance with Governor Abbott Executive Order GA-48.
• Knowledge of relevant local, state, and federal laws and regulations, and of public administration and management principles and practices.
• Skill in using logic and reasoning to evaluate alternative solutions, conclusions, or approaches to problems, and in using a computer and applicable software.
• Ability to manage business function, division, or department activities; establish goals and objectives; devise solutions to administrative problems; develop and evaluate administrative policies and procedures; prepare reports; communicate effectively; and supervise others.
• Applicants selected for hire must pass a background check and, if applicable, a driver’s record check.
• Must complete related training and comply with state and agency cybersecurity and communications-system usage policies.
• Staff must be familiar with WCAG 2.1 AA and Section 508 accessibility standards for electronic information resources.
• Employees must provide documentation establishing identity and authorization to work in the United States.

Nice To Haves

• Two years of supervisory, lead-role, or management experience.
• Experience with Statewide Intake (SWI) operations.

Responsibilities

• Lead and supervise Workforce Management staff.
• Oversee staffing plans, workload management, resource allocation, scheduling, and real-time operational activities to meet operational needs, support agency priorities, and achieve service-level goals.
• Monitor operational trends, performance indicators, and workflow effectiveness; develop reports, analyses, and recommendations to support leadership decisions and operational improvements.
• Partner with managers and leaders throughout SWI to identify operational challenges and workforce solutions.
• Lead and support cross-functional initiatives to streamline workflows, strengthen business continuity, and enhance customer service.
• Collaborate with fellow WFM leadership to ensure consistent processes, practices, and communication across shifts.
• Manage staffing and shift-bidding processes.
• Coach, mentor, and develop Workforce Management staff.
• Ensure compliance with agency policies, operational requirements, and workforce management standards.
• Perform related duties as assigned.

Benefits

• 100% paid health insurance for the employee and 50% paid for eligible family members.
• Retirement plans with lifetime monthly payments after five years of state service, plus 401(k) and 457 plan savings options.
• Paid vacation, holidays, and sick leave.
• Optional dental, vision, and life insurance at rates described as lower than most private plans.
• Flexible spending accounts for health and dependent care.
• Employee discounts, including gym memberships, electronics, and entertainment.
• May qualify for Public Service Loan Forgiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager