Operations Manager-Child Care (Capital Area) in Austin, TX at BakerRipley

Date Posted: 9/7/2019

Job Snapshot

Job Description

Public Sector Solutions, a division of BakerRipley manages childcare subsidies in support of working parents throughout 60 counties in Texas, provides long-term recovery services for people affected by disasters, manages utility assistance for low-income individuals, and manages Workforce Solutions career offices across the region. Programs in this division are funded by public contracts and our reputation as an efficient and reliable steward of our tax dollars has seen this division grow over the years.

JOB SUMMARY:

The Operations Manager (OM) oversees the daily operations and customer service levels of the Child Care program. The OM is responsible for ensuring customer transactions are completed timely and appropriately across all service channels, including face to face, over the phone, and remotely including through the mail, e-mail, and web. The OM tracks, oversees and optimizes customer inquiries, issues, and operational timeliness utilizing dashboard data, phone system records, issue tracking applications, and general observation skills. The OM analyzes workload and staffing levels, scheduling and assigning work. The OM creates or recommends change in processes, systems, and staffing to streamline and improve the customer experience while meeting regulatory requirements for program compliance. The OM possesses strong leadership qualities, and performs in a professional and tactful manner. The OM calmly handles stressful situations with customers by employing excellent communication and customer service skills.

CORE DUTIES AND RESPONSIBILITIES:

  • Oversees and supervises the daily operations of the staff resources allocated to the program
  • Interviews, hires and coaches employees
  • Evaluates the effectiveness of customer service delivery methods and implements efficient and innovative methods to improve overall customer satisfaction. This includes making positive enhancements in the phone system, email communication flow, on-line customer applications, walk-in customer traffic, and back office processes
  • Develops and implements accountability measures for staff and ensures such measures are monitored by supervisors and included in staff performance evaluations
  • Ensures that staff is meeting performance objectives and that supervisors are taking appropriate actions to timely and effectively address performance deficiencies
  • Remains current with laws, rules, and regulations affecting the Child Care program and ensure processes and procedures meet all requirements
  • Manages the resolution of internal and external monitoring and auditing exceptions by defining error causes and implementing appropriate corrective actions
  • Manages performance to established budget. Identifies and requests changes to budget to save money or improve customer service and meet requirements
  • Performs other duties as may be assigned

Job Requirements

MINIMUM EDUCATION:

Bachelor’s degree from four-year college or University

YEARS OF EXPERIENCE:

Equivalent combination of education and experience

SKILLS:

  • Experience in managerial/leadership positions managing staff
  • Experience managing a team in a call center or other high volume customer service office environment, preferably one responsible for completing documentation intensive customer transactions
  • Demonstrated ability to plan, organize and administer customer service processes
  • Strong decision-making abilities coupled with data analysis and critical thinking skills
  • Aptitude for analyzing and recommending improvement in automated systems such as phone system or on-line customer service related applications
  • Ability to listen, establish credibility, persuade and build relationships with staff and customers

COMPUTER PROFICIENCY:

  • Proficiency in using Microsoft Office Applications including Word, Excel, PowerPoint and Outlook, and preferably Visio

LANGUAGE REQUIREMENTS:

  • Excellent written and verbal communication and interpersonal skills

 

 

BakerRipley is committed to the principles of equal employment. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any status protected by federal, state, or local laws. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.