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Functional Title: Customer Services Manager I
Agency: Health & Human Services Comm
Department: HHSC SystmSupt Svcs-Operations
Posting Audience: Internal and External
Occupational Category: Management
Salary Range: $4,801.16 - $7,761.50
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Exempt
Job Location City: AUSTIN
Job Location Address: 701 W 51ST ST
MOS Codes:
0203,0207,0302,0370,0520,0602,0802,1802,1803,2340,5502,6302,6502,7202,7208,7210,7220,7502,8005,8858
9702,16GX,3D0X1,60C0,611X,612X,63G0,641X,712X,86M0,86P0,8U000,9G100,BOSN,ELC,ISS,MAT,MED,MLES,MSSD
MSSE,MSSR,OSS,WEPS
Job Description
Under the director of the Associate Commissioner for Strategic Operations (ACSO), the Manager I performs administrative and managerial program work for call center staff answering and directing calls requiring them to assess caller needs accurately and route them to the appropriate agency contact within the respective agency, ensuring seamless communication and efficient service delivery. Establishes goals and objectives; develops guidelines, procedures, policies, work schedules, priorities, and standards for achieving section goals; and evaluates section activities. Prepares performance evaluations. Prepares and analyzes inventory and production reports utilizing Excel spreadsheets. Makes recommendations to improve operations. Completes other personnel-related activities.
Manager 1 supervises the work of others and works under moderate supervision, with limited latitude for the use of initiative and independent judgment. Performs other job duties as assigned or required to meet program goals.
Essential Job Functions
(30%) Operational Activities - Provides direction and leadership in planning and implementing strategic operations and goals. Oversees the work of assigned staff; establishes priorities for assigned workload. Prepares and reviews production reports and assesses the completion of activities. Makes recommendations to improve operations. Develop, implement, and monitor policies and procedures to ensure consistency and efficiency in service delivery. Schedule and manage staffing levels to meet customer demand and maintain optimal service levels. Develop and execute customer service strategy. Customer Escalation Management - Serve as the primary escalation point for complex customer issues, working to resolve problems and achieve satisfactory outcomes. Cross-Department Collaboration - work closely with other departments to communicate customer insights and feedback to relevant departments for service improvements. Coordinate with internal stakeholders to address and resolve systemic issues impacting customer satisfaction. Develop escalation procedures and train the team to manage challenging interactions effectively and professionally. Liaise with other departments to address cross-functional issues and ensure seamless resolutions. Reporting & Data Analysis - Present insights and recommendations to management, highlighting successes and identifying areas needing support or adjustment. Use data to make informed decisions about resource allocation, staffing, and operational improvements.
(25%) Personnel Management – Follows HHS Human Resources policies to complete all personnel-related activities including hiring, performance evaluations, corrective actions, time and leave, on-boarding and separations. Identifies training opportunities for staff. Monitors compliance with section and agency policies and procedures. Provide regular coaching, mentoring, and performance feedback to team members to support their growth and improve service quality. Create development plans to align individual goals with team objectives.
(15%) Technical Operations – Handles escalations. Communicates with program and staff on technical issues and assists in identifying solutions. Develops and recommends program guidelines, procedures, and policies pertaining to section needs. Represents section in meetings with other program areas. Prepares or oversees the preparation of training and the updating of section operations manuals.
(15%) Quality Assurance & Performance Monitoring - Establish and monitor key performance indicators, such as response time, resolution rate, and customer satisfaction. Conduct quality control assessments by reviewing customer interactions and providing feedback to improve performance and adherence to service standards. Use customer feedback and call monitoring data to continuously refine and improve service processes.
(10%) Continuous Improvement & Process Optimization - Analyze data and trends from customer interactions to identify areas for improvement in the customer experience. Propose and implement process enhancements, technology solutions, or training initiatives to improve efficiency and customer satisfaction. Stay up to date on industry best practices and incorporate new strategies to keep the team’s skills and service quality competitive.
(5%) Special Projects - Performs related work and other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge of:
Skill in:
Leadership & Team Management: Ability to inspire, lead, and develop a customer service team, including hiring, training, performance management, and team building.
Communication Skills: Strong verbal and written communication skills to articulate ideas clearly, provide feedback, and address customer inquiries or escalations professionally.
Problem-Solving & Decision-Making: Skilled in identifying problems, analyzing root causes, and making quick, effective decisions to resolve customer and operational issues.
Time Management & Prioritization: Ability to manage multiple tasks, prioritize responsibilities, and delegate effectively to meet deadlines and service-level agreements.
Analytical Skills: Proficiency in analyzing data and customer service metrics to make informed decisions and improve processes.
Interpersonal Skills: Strong interpersonal skills to build positive relationships with customers, team members, and cross-functional departments.
Conflict Resolution: Skilled in handling escalations, managing difficult interactions, and using de-escalation techniques to reach satisfactory outcomes.
Preparing written reports.
- Critical thinking, problem-solving, and decision-making.
- Researching, analyzing, interpreting, and synthesizing complex program data.
- Using computers, software, and systems effectively.
- Call center metrics.
- Microsoft Office Suite.
Ability to:
- Develop desk reference guides/manuals, and implement policies, procedures, and performance standards.
- Direct, plan, organize, and coordinate the work of others.
- Identify service delivery improvements and solutions.
- Prioritize and manage multiple projects and deadlines.
- Communicate ideas and directions clearly and concisely in both writing and verbally, and compose and produce executive-level correspondence and documents.
- Establish section goals and objectives; prepare solutions to administrative problems; develop and evaluate administrative policies and procedures.
- Establish and maintain effective working relationships with co-workers, subordinates, and managers in a fast-paced, deadline-oriented environment.
- Foster a customer-first culture and advocate for customer needs across the agencies.
- Attention to detail. Meticulous in overseeing service quality, accuracy in communication, and adherence to policies.
- Establish section goals and objectives; prepare solutions to administrative problems; develop and evaluate administrative policies and procedures.
- Delegate tasks effectively, empowering team members while ensuring responsibilities are managed efficiently.
- Create and implement long-term customer service strategies that align with objectives and enhance the customer experience.
- Empathize with customers, understand their concerns, and provide supportive responses, especially in challenging situations.
Registrations, Licensure Requirements or Certifications: N/A
Initial Screening Criteria:
Graduation from an accredited four-year college or university. Relevant experience may be substituted for each year of required education.
Five years experience supervising call center/customer services staff.
Must be strongly proficient in working with Microsoft Excel spreadsheets.
Additional Information:
SALARY NOTE: The posted salary range reflects the minimum and maximum allowable by state law. Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of the HHSC Human Resources Manual.
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Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.
HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form
