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About the Role

The Workforce Management (WFM) Manager II reports to the Director of Operations and provides leadership for workforce management and operational support within the Statewide Intake (SWI) contact center. This role oversees workforce scheduling, staffing coordination, workload management, resource allocation, real-time operational performance, workforce analytics, and continuous process improvement efforts. Managers work in partnership to ensure consistent workforce management practices, operational continuity, and effective support across all shifts. This position exercises independent judgment and decision-making authority related to staffing resources, operational priorities, workload distribution, and service delivery. The position requires strong leadership, data-informed decision-making, and the ability to collaborate across multiple SWI program areas.

Responsibilities

Lead and supervise Workforce Management staff.
Oversee staffing plans, workload management, resource allocation, scheduling, and real-time operational activities.
Oversee staffing, scheduling, workload distribution, and resource allocation to meet operational needs, support agency priorities, and achieve service level goals.
Monitor operational trends, performance indicators, and workflow effectiveness; develop reports, analyses, and recommendations to support leadership decision-making and operational improvements.
Partner with managers and leaders throughout SWI to identify operational challenges and workforce solutions.
Lead and support cross-functional initiatives that streamline workflows, strengthen business continuity, and enhance customer service.
Collaborate with fellow WFM leadership to ensure consistent processes, practices, and communication across shifts.
Manage staffing and shift bidding processes.
Coach, mentor, and develop Workforce Management staff.
Ensure compliance with agency policies, operational requirements, and workforce management standards.
Perform related duties as assigned.

Requirements

Ability to maintain the security and integrity of the infrastructure per Governor Abbott Executive Order GA-48.
Knowledge of local, state, and federal laws and regulations relevant to a business function, division, or department; and the principles and practices of public administration and management.
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, and the use of a computer and applicable software.
Ability to manage business function, division, or department activities; to establish goals and objectives; to devise solutions to administrative problems; to develop and evaluate administrative policies and procedures; to prepare reports; to communicate effectively; and to supervise the work of others.
A four-year degree from an accredited university or a combination of education and experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.
Experience with decision-making, problem resolution, operational oversight, or authority to make independent business decisions.
Leadership experience and/or operational oversight responsibilities within a contact center, call center, customer service, intake center, or comparable environment.
Documented experience implementing, leading, or participating in process improvement initiatives that improved efficiency, quality, productivity, or service delivery.
Applicants selected for hire must pass a background check and if applicable a driver’s record check.
State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code.
Staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files.
Employees must provide documentation to DFPS to show their identity and authorization to work in the US.

Skills

Workforce management
Operational support
Scheduling
Staffing coordination
Workload management
Resource allocation
Real-time operational performance
Workforce analytics
Process improvement
Leadership
Data-informed decision-making
Collaboration
Computer and applicable software usage
Logic and reasoning
Problem-solving
Public administration
Management

Location

AUSTIN
Abilene
Alamo
Alice
Alpine
Alvin
Amarillo
Anahuac
Andrews
Angleton
Anson
Aransas Pass
Archer City
Arlington
Athens
Atlanta
Austin
Bacliff
Ballinger
Bandera
Bastrop
Bay City
Baytown
Beaumont
Bedford
Beeville
Bellville
Big Spring
Boerne
Bonham
Borger
Bowie
Brady
Breckenridge
Brenham
Brownfield
Brownsville
Brownwood
Bryan
Burnet
Caldwell
Cameron
Canton
Canutillo
Carlsbad
Carrizo Springs
Carrollton
Carthage
Center
Centerville
Childress
Clarksville
Cleburne
Cleveland
Coldspring
Columbus
Conroe
Copperas Cove
Corpus Christi
Corsicana
Crockett
Crosby
Crystal City
Cuero
Cypress
Daingerfield
Dallas
Decatur
Del Rio
Denton
Dickinson
Dumas
Duncanville
Eagle Pass
Eastland
Edinburg
El Paso
Elgin
Elsa
Ennis
Fabens
Falfurrias
Floresville
Fort Stockton
Fort Worth
Fredericksburg
Gainesville
Galveston
Garland
Gatesville
Georgetown
Giddings
Gilmer
Goliad
Gonzales
Graham
Granbury
Grand Prairie
Grapevine
Greenville
Hallettsville
Hamilton
Harlingen
Haskell
Hearne
Hemphill
Hempstead
Henderson
Hereford
Hillsboro
Hondo
Houston
Humble
Huntsville
Hurst
Irving
Jacksonville
Jasper
Johnson City
Jourdanton
Karnes City
Katy
Kaufman
Kerrville
Killeen
Kingsville
Kingwood
Kirbyville
La Grange
Lake Jackson
Lake Worth
Lamesa
Lampasas
Lancaster
Laredo
Levelland
Lewisville
Liberty
Linden
Littlefield
Livingston
Llano
Lockhart
Longview
Lubbock
Lufkin
Lumberton
Madisonville
Marble Falls
Marfa
Marlin
Marshall
Mcallen
Mckinney
Mercedes
Meridian
Mesquite
Mexia
Midland
Mineola
Mineral Wells
Mission
Monahans
Mount Pleasant
Mount Vernon
Nacogdoches
Navasota
New Boston
New Braunfels
Odessa
Orange
Palestine
Pampa
Paris
Pasadena
Pearland
Pearsall
Pecos
Perryton
Pharr
Pittsburg
Plainview
Plano
Pollok
Port Arthur
Port Lavaca
Presidio
Quitman
Raymondville
Refugio
Richardson
Richmond
Rio Grande City
Robstown
Rockwall
Rosenberg
Round Rock
Rowlett
Rusk
San Angelo
San Antonio
San Benito
San Juan
San Marcos
San Saba
Schertz
Seguin
Seminole
Seymour
Sherman
Silsbee
Sinton
Snyder
Socorro
Sonora
South Houston
Stephenville
Sugar Land
Sulphur Springs
Sweetwater
Taylor
Temple
Terrell
Texarkana
Texas City
The Woodlands
Tomball
Trinity
Tyler
Uvalde
Van Horn
Vernon
Victoria
Waco
Washington
Watauga
Waxahachie
Weatherford
Webster
Weslaco
Wharton
Wichita Falls
Woodville
Zapata

Work Type

Full time
Eligible for Telework

Experience Level

Manager II
Two years of supervisory, lead role, or management experience (Preferred)
Leadership experience and/or operational oversight responsibilities within a contact center, call center, customer service, intake center, or comparable environment (Required)

Education Level

A four-year degree from an accredited university
A combination of education and experience may be substituted for one another

Salary/Compensations

$5,098.66 - $8,304.83 Monthly

Benefits

100% paid health insurance for employee, and 50% paid for eligible family members
Retirement plans with lifetime monthly payments after five years of state service
Options to save even more with 401(k) and 457 plans
Paid vacation, holidays, and sick leave
Optional dental, vision, and life insurance at low rates
Flexible spending accounts for added tax savings on health and dependent care
Employee discounts on gym memberships, electronics, and entertainment
Potential eligibility for Public Service Loan Forgiveness

About the Company

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive.
DFPS does this through investigations, services, and referrals.
State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code.
As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards.

Equal Opportunity

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.