Description
DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona.
DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life. WORKFORCE MANAGER Job Location: Division of Aging and Adult Services (APS)
Adult Protective Services (APS)
1789 West Jefferson Street, Phoenix, Arizona 85007 Posting Details: Salary: $25.00 hourly
Grade: 19
Closing Date: 3/10/2025 Job Summary:
Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES' video. Come Join the DES Team!
The Department of Economic Security, Division of Aging and Adult Services, seeks an experienced and highly motivated individual to join our team as an Workforce Manager.
The individual in this position will serve in a call center environment, responsible for achieving and maintaining operational efficiency and will manage workflow within the unit, evaluating and recommending changes to work processes. You will be responsible for expedited resolution, a high degree of professionalism, de-escalation, and conflict resolution with minimal supervision during complex calls requiring additional expertise and/or experience.
Call Center hours of operation are M-F 7:00 AM to 7:15 PM and Saturdays, Sundays and Holidays 9:30 AM to 6:00 P.M .
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.
Job Duties:Essential Duties and Responsibilities include but are not limited to:
• Analyze and interpret past and current call volume data to determine staffing needs, create accurate schedules and ensure service levels and agency goals are met. Produce and report daily, weekly, and monthly statistics for Operations management. Display high degree of judgment, discretion, and confidentiality.
• Perform senior level or lead customer service activities. Assists in resolving complex issues, deescalate concerns from clients and apply appropriate conflict resolution techniques on calls requiring additional expertise. Provide coaching and mentoring to staff during calls with clients. This position will provide resources and have telephone contact with vulnerable adults.
• Coordinate and measure results in forecasting, capacity planning, scheduling, real time resource management, and real time resource reporting. Closely monitors and adjusts our resources to optimize the balance between compliant service levels and low call abandonment rates.
Knowledge of:
• Strong working knowledge call center metrics.
• Applicable program rules, regulations, policies and procedures, systems and relevant statues.
• Principles and processes for providing excellent customer service.
• Support organizations and community resources.
Skills in:
• Strong analytical skills, with emphasis on forecasting.
• Complex problem solving, judgment, critical thinking and decision making.
• Understanding written sentences and paragraphs in work related documents.
• Communication of very complex issues verbally and in writing in a clear and concise manner.
• Critical thinking, using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to:
• Be highly organized with an emphasis on accuracy and timeliness.
• Organize information and have attention to detail and accurately.
• Work independently with minimum supervision.
• Using logic and reasoning to identify the strengths and weakness of alternative solutions, conclusions or approaches to problems.
The ideal candidate for this position will have:
• High school diploma or GED and two or more years of Customer service and/or call center experience, with emphasis on 2nd level resolution.
• Must be willing to work weekends, holidays, overtime, and change work locations, when necessary
• Candidates for this position shall be subject to a search of both the Child Protective Services Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459.
• A.R.S. 41-1968 Employee shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-1758.07 in order to work with children and vulnerable adults, prior to the start of their employment.
• In-state travel may required.Driver's License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license, complete all required training, and successfully pass all necessary driver's license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency's ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
The Arizona Department of Economic Security offers a comprehensive benefits package to include:
• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement:State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.
For questions about this career opportunity, please call Brenda Vega at 520-279-4525 or email BVega@azdes.gov.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Brenda Vega at 520-279-4525 or email Bvega@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.
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