SWI Floor Manager II

Functional Title: SWI Floor Manager II Job Title: Manager II Agency: Dept of Family & Protectve Svc Department: SWI Program Support & Training Posting Number: 23040 Closing Date: 11/18/2026 Posting Audience: Internal and External Occupational Category: Management Salary Range: $5,098.66- $8,304.83 Pay Frequency: MonthlySalary Group: TEXAS-B-23 Shift: Compressed Weekend Additional Shift: Telework: Eligible for Telework Travel: Up to 10% Regular/Temporary: Regular Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Exempt Facility Location:Job Location City: AUSTIN Job Location Address: 2401 RIDGEPOINT DR Other Locations: 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 MOS Codes: 0203,0207,0302,0520,0602,0802,1802,5502,6302,6502,7202,7208,7210,7220,111X,112X,113X,114X,16GX,41AX
611X,612X,631X,632X,641X,648X,86M0,86P0,8U000,9G100,SEI15

Brief Job Description:

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. Positions may support daytime, evening, overnight, and weekend operations in a 24/7 environment. The WFM Manager II 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.

Essential Job Functions (EJFs):

• 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.

Knowledge, Skills and Abilities (KSAs):

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.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Required

• A four-year degree from an accredited university. A combination of education and experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position. Education and experience may be substituted for one another.
• 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.

Preferred

• Two years of supervisory, lead role, or management experience.
• Experience with Statewide Intake (SWI) operations.

Additional Information:

This posting is for Two Managers (Day Manager and Night/Overnight Manager)

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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. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.