OAG - Child Support | Div. Chief-CS Cust. Engageme at Texas Attorney General

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page. https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=100564andPostingSeq=1Job DescriptionThe Texas Office of the Attorney General - Child Support Division prioritizes customer service excellence. Many Texas families rely on the OAG to establish parentage, establish child and medical support obligations, and enforce and modify court ordered support. The child support case lifecycle is one that touches on many of the most sensitive and personal topics in families' lives and requires that our agency meet their needs with attention to their unique situations.The Division Chief of CSD Customer Engagement's primary focus is to ensure that Child Support Division customers are met with empathetic, knowledgeable, motivated, and empowered customer service agents in the communications channels preferred by the customers. The Division Chief will have the ability to successfully implement staff development plans that grow the customer service agent position into a professionalized role in support of agency goals related to the transformation and modernization of the customer experience. The Division Chief of CSD Customer Engagement will partner closely with regional leadership teams to further develop the set of skills and responsibilities of the customer service team to improve first point of contact resolution and seamless continuity between customer service team interactions and field office interactions.The Division Chief of CSD Customer Engagement should have a comprehensive knowledge of modern practices for measuring and managing call, chat, and email handling performance. It is critical that this person understand that the weight of the qualitative is just as important, if not more important, than the quantitative when evaluating the successful delivery of an excellent customer experience. As the agency continues to improve the overall customer experience, the Division Chief of CSD Customer Engagement will directly participate in business process improvement and customer service tool enhancement.This position may be based in any city in Texas with an OAG Child Support Division office depending on the candidate's preference but subject to the needs of the Child Support Division. Regardless of primary duty point, the candidate must collaborate with relevant stakeholders throughout the state, and some travel to and from Austin and other worksites throughout the state for in-person meetings will be necessary.The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the State's law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits ( https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans. Plans, develops, coordinates, directs, monitors, and evaluates the performance of the Child Support Program customer operations by overseeing operational and strategic initiatives such as implementing, reviewing, and evaluating organizational structure and operating procedures, and defining, clarifying, and monitoring program goals and objectives, and overseeing, reporting, and program monitoringProvides leadership for child support customer service agents and supporting staff, including managers, supervisors, trainers, quality assurance specialists, and administrative assistantsCollaborates with regional leadership stakeholders to develop plans to continually improve customer satisfaction and first point of contact resolutionLeads staff development through the implementation and continuous improvement of retention, morale, training, administration, and quality assurance plans for several customer se vice communications channelsProvides thought-leadership for customer service activities, partnering with agency leadership to define plans for continued improvement and evolution as customer needs changePromotes a culture and environment of experimentation and leads human center approaches to continuous process improvementManages customer service personnel, including hiring, coaching, mentoring, implementing corrective actions, communicating individual performance plans, and conducting evaluationsMonitors and reports on key performance indicators related to both communications channel patterns and staff retentionMonitors and maintains appropriate staffing patterns across multiple communications channels to maximize customer accessLeads the development, implementation, and execution of policies, procedures, and plans designed to maximize achievement of the Child Support Program strategic goalsManages the responsibility for the resolution of inquiries and complaints from customers, including parents, attorneys, government officials, and advocacy and community groupsParticipates in special Child Support Division task forces, committees, studies, workgroups and projectsParticipates in the evaluation of new tools and processes in collaboration with other agency staffPerforms related work as assignedMaintains relevant knowledge necessary to perform essential job functionsAttends work regularly in compliance with agreed-upon work scheduleEnsures security and confidentiality of sensitive and/or protected informationComplies with all agency policies and procedures, including those pertaining to ethics and integrity QualificationsEducation: Graduation from high school or equivalentEducation: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, management, public administration, customer service operations, and