[Hiring] SWI Floor Manager II @Texas Health & Human Services Commission

Role Description

The Workforce Management (WFM) Manager II reports to the Director of Operations and provides leadership for workforce management and operational support within the Statewide Intake (SWI) contact center. Positions may support daytime, evening, overnight, and weekend operations in a 24/7 environment. The WFM Manager II oversees:

• Workforce scheduling
• Staffing coordination
• Workload management
• Resource allocation
• Real-time operational performance
• Workforce analytics
• Continuous process improvement efforts

Managers work in partnership to ensure consistent workforce management practices, operational continuity, and effective support across all shifts. This position exercises independent judgment and decision-making authority related to:

• Staffing resources
• Operational priorities
• Workload distribution
• Service delivery

The position requires strong leadership, data-informed decision-making, and the ability to collaborate across multiple SWI program areas.

Qualifications

• A four-year degree from an accredited university or a combination of education and experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.
• Experience with decision-making, problem resolution, operational oversight, or authority to make independent business decisions.
• Leadership experience and/or operational oversight responsibilities within 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.

Requirements

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

Benefits

• 100% paid health insurance for you, and 50% paid for eligible family members.
• Retirement plans with lifetime monthly payments after five years of state service.
• Paid vacation, holidays, and sick leave.
• Optional dental, vision, and life insurance at lower rates than most private plans.
• Flexible spending accounts for added tax savings on health and dependent care.
• Employee discounts on gym memberships, electronics, and entertainment.
• Potential qualification for Public Service Loan Forgiveness.

Company Description

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.