Director (Fort Worth)

WHO WE ARE:
The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals, and communities the opportunity to achieve and sustain economic prosperity. Our UI Client Services Division is on the front line of this mission, providing critical financial stability to Texans navigating temporary unemployment through no fault of their own. We are seeking a Director I to lead the North Texas Tele-Center (NTTC) within the UI Client Services Department. This position is located at 301 W. 13th Street, Fort Worth, Texas.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE:
An organized, self-starting, motivated professional with strong communication, leadership and problem-solving skills with a deep commitment to public service. You can set and maintain high standards, lead your team through process improvement, and create a positive, productive, professional work environment for everyone. You should be innovative and open to new ideas to streamline existing processes and have excellent people skills. We strive to ensure call efficiency and timely handling of claim eligibility decisions.

WHAT YOU WILL DO:
The Director of the NTTC performs advanced (senior level) managerial work providing direction and guidance in operations and planning for the call center. The Director develops the activities, goals, and objectives of NTTC with input from the UICS Director to meet agency and division goals; recommends and enforces policies and procedures for the UI Division; establishes priorities, standards, and measurement tools for determining staff performance and progress in meeting goals; coordinates and evaluates call center activities. Plans, assigns, and supervises the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment. This position reports directly to the Deputy Director of Unemployment Insurance (UI) Division in Austin.

YOU WILL BE TRUSTED TO:
- Lead and coordinate the daily operations of NTTC and activities of staff and remain accountable for results. 
- Establish goals and objectives, and devise solutions to ensure the accomplishment of agency and program goals and to maintain quality customer service.
- Monitor service delivery and systems operations to ensure the timeliness and accuracy of UI payments in accordance with applicable state and federal laws and regulations.
- Oversee the administration of human resource management which includes hiring and selecting staff, training and development, evaluating job performance, employee benefits, leave, travel, and personnel recommendations and actions.
- Oversee and analyze management and productivity reports and coordinate program analyses, investigations, and audits.
- Oversee fiscal management within the NTTC which includes the acquisition of equipment and supplies, facility maintenance & costs, operational costs, travel and training expenditures, budget requests, and monitoring expenditures. 
- Communicate and coordinate with other NTTC management and state office staff to identify and resolve problems, promote teamwork, and relate successful innovations and tactics. 
- Prepares and conducts presentations for staff, management, or executive staff and represents the CTTC and agency in meetings, conferences, or hearings. 
- Perform other duties as assigned.

YOU QUALIFY WITH:
- Five years of full-time experience in the oversight and direction of an agency program; or in strategic planning and policy development and implementation, two years of which must have been in an administrative management or supervisory capacity.
- Relevant academic credits may be applied toward experience qualifications for this position.

YOU ARE A GREAT FIT WITH:
- Significant experience in managing and overseeing staff, preferably in a state government call center environment.
- Strong leadership skills to motivate, mentor, and develop a large team of supervisors. Ability to foster a positive and collaborative work environment.
- Ability to develop and execute strategic plans to optimize call center performance, meet service level measures, and adapt to changing unemployment trends and regulations.
- Proven ability to manage daily call center operations, including staffing, scheduling, workflow optimization, and technology implementation.
- Extensive knowledge of the UI program, procedures and experience providing technical guidance on difficult UI problems. 
- Skills in project management, process improvement and productive decision making.
- Ability to communicate clearly and effectively with staff, management, claimants, and other stakeholders. Ability to write clear and concise reports, policies, and procedures.
- In-depth knowledge of call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, Avaya Call Management System (CMS), and Qfiniti preferred.
- Above average experience with Microsoft Office (Word, Outlook, Excel, Access, SharePoint, and PowerPoint) 
- Bilingual; English/Spanish preferred.

YOU GAIN:
- A Family Friendly Certified Workplace.
- Competitive salary: $7,015.25/month
- State of Texas Defined Retirement Benefit Pension Plan.
- Optional 401(k) and 457 investment plans.
- Comprehensive medical, dental, and vision insurance.
- Generous paid leave, including annual vacation, sick leave, family care leave, and paid state holidays.
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits 

VETERANS: 
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf 

HOW TO APPLY: 
To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or on Taleo (Job Search). TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.