TDI - DWC - Claims & Customer Service - Manager II (Customer Service Manager) (TDI Internal Posting)

Do you have a passion for public state service and enjoy making a difference? Do not miss out on this opportunity. The Texas Department of Insurance, Division of Workers Compensation (DWC) is hiring! DWC administers and operates the Texas workers compensation system. DWC regulates the workers' compensation system, settles disputes, provides customer service, promotes workplace safety, and ensures compliance with state laws. DWC has 20 offices across the state of Texas, with the headquarters located in the Capitol Complex, in the Barbara Jordan Building at 1601 Congress Avenue in Austin, near the Texas Capitol.

Benefits of working at TDI:

• 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.

Before you apply:

TDI does not sponsor or assume sponsorship of an employment visa.

Learn about our selection process, our military employment preference, licensing, and credential requirements.

Manager (Customer Service Manager) 

The Customer Service Manager (CSM) performs moderately complex (journey-level) managerial work administering the daily operations and activities of an agencys 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.

This position:

• 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. 

This position requires: 

• Bachelor¿s Degree.

• Two years of experience in the administration of business or government with one year of work experience related to the position to be held. Specific areas that would qualify as experience in the administration of business or government would be experience in demonstrating leadership, managing people and resources, managing projects, planning, coordinating functions, or directing the work of others. 
• Experience may substitute for education on a year-for-year basis.
• Education may not substitute for the experience requirement.
• Regular work attendance. 
• Travel may be required for up to 5% of the time. If travel is 10% or more, you must maintain a state of Texas Drivers License.

Preferences for this position include: 

• Experience in workers¿ compensation, social or human services work.
• Experience in a high-volume call center type work environment.
• Bilingual language skills in English/Spanish (oral and written).

This position requires demonstrated knowledge of:

• State laws, rules, procedures, and regulations relevant to job requirements.

• Principles and practices of public administration, management, and organizational behavior.
• Management control and internal reporting techniques.
• Local, state, and federal laws and regulations relevant to the section and of the principles and practices of public administration and management.
• Call center standards, practices, and terminology.
• Performance evaluations and customer service metrics.
• Human resources laws, policies, statutes, and procedures.
• Purchasing methods and procedures.
• Proper grammar, punctuation, and spelling.
• Project management techniques and tools.

This position requires demonstrated skill in:

• Problem solving and critical thinking.
• Using Microsoft Office software applications, including Word, Excel, Outlook, and SharePoint.
• Using personal computers sufficient to enter and extract data from related systems and programs such as Centralized Accounting Payroll and Personnel (CAPPS) and other systems required to perform the job.
• Developing goals and objectives.
• Problem solving and critical thinking.
• Using Microsoft Office software applications, including Word, Excel, Outlook, and SharePoint. 
• Using personal computers sufficient to enter and extract data from related systems and programs, such as Centralized Accounting Payroll and Personnel (CAPPS) and other systems required to perform the job. 
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Effectively expressing opinions and providing direction by formulating and administering operating plans and policies.
• Using call center equipment and software programs.
• Gathering and analyzing accurate and relevant information.
• Planning and prioritizing.

This position requires the demonstrated ability to:

• Communicate and work effectively with a wide range of people with varied skills, knowledge, and backgrounds.
• Maintain the confidentiality of sensitive information.
• Analyze and solve work-related problems and work independently on a variety of administrative work and technical assignments.
• Manage and coordinate multiple tasks and priorities to meet necessary deadlines.
• Work both independently and as a team player.
• Develop employees through training, mentoring, and goal setting.
• Exercise administrative and technical supervision of employees for the accomplishment of group and agency goals.
• Satisfy the requirement to maintain fully qualified driving status (if applicable).
• Learn Texas workers¿ compensation laws, rules, and procedures.
• Learn applicable call center systems and tools.
• Use creative thinking to originate new methodologies, concepts and/or programs.
• To solve highly complex and unique problems impacting major programs.
• Communicate effectively to groups through either practiced or extemporaneous oral presentation.
• Establish goals and objectives.
• Identify problems, devise solutions, and execute plans.
• Develop and evaluate administrative policies and procedures.
• Prepare reports.
• Establish and maintain effective working relationships with agency staff and the public.
• Plan, assign, and supervise the work of others.

Military Employment Preference

Get help translating your military work experience and training courses into civilian job terms, qualifications/requirements, and skill sets. Redact personal or sensitive information from all attachments.

To receive a military employment preference, you must submit the following documents, as applicable, with your application. See Military Employment Preference.

Applicable Military Occupational Specialty (MOS) codes are included, but not limited to one of the following: 

612X , 0203 , 0602 , 86M0

Click or copy and paste the following link into your browser to access Military Crosswalk information: 

Military Crosswalk for Occupational Category - Program Management

You may apply through CAPPS Agency Career Site or Work in Texas (WIT).

The following information is required with your submission. Your submission must include complete:

• Employment history (month and year)
• Duties and responsibilities
• Education
• Certifications
• Licenses
• Employment Questions*

We may reject submissions that do not include all the required information. 

*If you are applying through WIT, log into CAPPS Agency Career Site to access employment questions and review your submission.