Manager (San Antonio)

Manager III (Tele-Center Operations Coordinator) Location: 4801 NW Loop 410 #902, San Antonio, TX (Not eligible for teleworking) About the Organization 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. Who You Are An experienced UI professional with supervisory and leadership experience. Responsibilities Coordinate the activities of large groups of UI Tele-Center employees. Ensure staff handles claims timely and accurately, are paid correctly, and quality decisions are made through the use of professional interviewing techniques. Oversee compliance with policies and procedures to ensure high quality service by overseeing employees' work schedules. Oversee program activities, identify opportunities for improvement, quality service delivery, effective coaching, mentoring and training. Oversee day‑to‑day service delivery; analyze management reports; and prepare and conduct presentations for citizens, clients, staff, management, or elected officials. Promote and support program goals; develop and implement training and program evaluations. Adhere to agency rules, policies, and procedures. Supervisory experience in a UI Call Center preferred. Maintain strong verbal and written communication skills. Work quickly, pay attention to detail, and flexibly manage multiple priorities with frequent interruptions. Serve customers, staff, and other stakeholders with high‑quality, timely customer service in accordance with TWC’s mission, vision, and philosophy. Perform other duties as assigned. Qualifications Four years of full‑time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency, with at least one year in an administrative, management, or supervisory capacity. Relevant academic credits may be applied toward experience qualifications for this position. Preferred Experience & Desired Skills Experience using call center software. Experience with Microsoft Word, Excel, Access, PowerPoint, and Outlook; Avaya Call Management System (CMS) Supervisor; and Autonomy Qfiniti. Extensive knowledge of UI procedures and experience providing technical guidance on difficult UI problems in a call center environment. Leadership experience in planning, developing and implementing projects and activities. Benefits A Family Friendly Certified Workplace. Competitive salary: $5,425.33/month. Defined Retirement Benefit Plan. Optional 401(k) and 457 accounts. Medical Insurance. Paid time off, including vacation, sick and family care leave. Additional benefits for active employees can be found at . Duty involves up to 10% travel within the state of Texas. #J-18808-Ljbffr Texas Workforce Commission