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 (DAAS)
Adult Protective Services (APS)
1789 West Jefferson Street, Phoenix, Arizona 85007

Posting Details:

Salary: $25.00 hourly 

Grade: 19

Closing Date: 10/10/2025

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, Skills & Abilities (KSAs):

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 a