TDI - DWC - Claims amp; Customer Service - Manager II

About the role

The Customer Service Manager (CSM) performs moderately complex (journey-level) managerial work administering the daily operations and activities of an agency's business function, division, or department. Work involves establishing goals and objectives; developing guidelines, procedures, policies, rules and regulations; developing schedules, priorities and standards for achieving established goals; coordinating and evaluating program activities; and developing and evaluating budget requests. Plans, assigns, and supervises the work of others. Work may require state-wide travel, extended hours and/or weekends and holidays. Observes all applicable agency policies and procedures, including adhering to established leave and attendance policies, safety rules and regulations and use of state property. Performs related duties as assigned. Works under general supervision, with limited latitude for the use of initiative and independent judgement.

Essential Job Duties

• Directs functions and activities in the program area, including staff. Develops and implements techniques for evaluating program activities and business functions, identifies opportunities for change, and implements process improvement activities.
• Plans, develops, and approves schedules, priorities, and standards for achieving goals and directs evaluation activities.
• Plans, assigns, and supervises the work of others; performs and oversees administrative functions, such as hiring and evaluating employees.
• Collaborates with management to ensure goals and objectives are consistent with the agency's strategic plan; reports regularly to the manager regarding activities, accomplishments, performance, strategies, and issues.
• Represents the agency at business meetings, conferences, and seminars or on boards, panels, and committees.
• Oversees customer service agents and monitors the virtual call center (VCC) to achieve established VCC goals and agent performance standards, including call evaluation scores, call waiting time, and answer rate.
• Monitors performance through daily observation and use of management reports and dashboards provided daily, weekly, and monthly.
• Prepares and completes action plans, maximizes call center technology, forecasts call volume and scheduling conflicts, ensures adherence to schedules, and adjusts assignments and workload as necessary.
• Achieves a skilled and satisfied workforce by selecting, orienting, training, assigning, scheduling, coaching, and mentoring staff to maintain high customer service standards; promotes employee engagement, builds and maintains trust, fosters open and honest communications, and meets regularly with staff to praise, coach, and counsel, as necessary; communicates job expectations, plans and monitors appraising, documents performance issues and disciplinary actions according to agency policies and procedures, and enforces policies and procedures.
• Consistently and effectively communicates agency and program goals, initiatives, and policy and procedural changes to staff through in-person or virtual meetings and workshops, teleconferences, and/or e-mail communications, as appropriate; identifies customer service trends and opportunities for improvement, collaborates with program and agency staff and management to develop solutions, makes recommendations and implements change; and establishes a process to ensure that staff have accountability to expectations on a consistent and timely basis and reviews work product weekly.
• Ensures proper delivery of services and handling of Texas workers compensation claims by directing, overseeing, and monitoring staff and activities; researches and responds to complex customer inquiries or complaints; identifies possible violations of the law and refers them for investigations.
• Collaborates with management to ensure business continuity goals are met, including those for succession management.
• Performs other duties as assigned.

Minimum Qualifications

• Bachelor's Degree.
• Two years of experience in the administration of business or government with one year of work experience related to the position.

Benefits

• Flexible work schedules.
• Work-life-balance.
• 96 hours of accrued vacation a year.
• 96 hours of accrued sick leave a year.
• 20+ holidays every year.
• Career advancement opportunities.
• Free parking.
• 401(k) and 457 Programs.
• State of Texas retirement plan with a lifetime annuity through the Employee Retirement System of Texas (ERS).
• Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents.
• Optional benefits like dental, vision, life insurance, and many more.
• Qualified employer for the Federal Public Service Loan Forgiveness Program.
• Some benefits for part-time employees are earned proportionately to the hours worked.