Review Vacancy
AgencyGeneral Services, Office of
TitleBusiness Services Center Representative 2 (VID 158157)
Occupational CategoryOther Professional Careers
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $54860 to $66634 Annually
Appointment Type Contingent Permanent
Minimum Qualifications Current New York State employee with one year or more of qualifying permanent service in a position allocated to a Grade 12 or above and eligible for transfer under Section 70.1 of the Civil Service Law.
Duties Description The incumbent will work primarily in the BSC Customer Support Unit and will provide procedural assistance as necessary ensuring staff is reviewing transactions accurately and within specified timelines as outlined in the Standard Work Procedures (SWP), OGS Policies, and applicable NYS Laws, Rules, and Regulations. Duties typical of this position include, but are not limited to the following:
• Provide clear direction for problem solving by ensuring staff has access to, and understands, OGS/BSC Policies, SWP, and all available resources.
• Supervise a small team of Support Center Representatives and monitor their work habits (i.e., accuracy, timeliness, quantity, quality, teamwork, attendance.)
• Actively coach and provide guidance to team on a consistent basis. In addition, monitor staff performance by conducting timely process confirmations and quality assurance review of calls when necessary and appropriate, take disciplinary action.
• Hold daily huddles to confirm communication with the team that includes current metric information, and identification of current or future problems or issues.
• Incorporate lean principles across all work, follow the WILO (Week in the Life Of) schedule, and perform all duties with a “continuous improvement” mindset, offering ideas and solutions to coworkers.
• Monitor inquiries from the mailboxes in a timely manner and ensure follow through until open items are resolved.
• Work collaboratively with supervisors, managers and peers to improve the processes of the BSC.
• Handle escalated calls from BSC Customers and vendors.
• Collaborate in developing and executing test conditions to ensure performance of automated processes and systems in conformance with legislative mandates and department requirements.
• Analyze data and resolve complex issues related to various NYS business practices, including various quality assurance, call reviews and ticket reviews.
• Take a lead role in providing the best possible customer service while keeping the BSC’s and the State of New York’s needs in perspective.
• Interact with customers (phone, email, in person) in a respectful, helpful manner, and actively listen to issues and guide them through appropriate solutions.
• Address inquiries from the mailboxes in a timely manner and provide follow through until open items are resolved. Answer calls from call center and provide follow through until open items are resolved.
• Research difficult legal and/or technical information relative to new legislation; interpretation of the State Finance and Civil Service laws; form changes; and system change requests, procedures, and policy directives to determine impact on operations and procedures.
• Resolve difficult processing errors, identify processing system user needs and other more complex transactions.
The Business Services Center (BSC) was established in September 2012 to make Human Resources and Finance transaction processing consistent across New York State government agencies. Since its inception, the BSC has increased efficiencies and lowered costs across the state. The BSC supports advancement and frequently promotes their employees in consideration of their hard work and dedication to the Office of General Services-BSC core mission. If you are looking for growth opportunities in an agency that fosters individual staff development, we encourage you to apply to this position.
Additional Comments The Office of General Services (OGS) is an equal opportunity employer, and we recognize that diversity in our workforce is critical to fulfilling our mission. We encourage applicants for all communities to apply.
For a full version of OGS’s EEO/AA statement and benefits joining Team #OneOGS, please visit http://www.ogs.ny.gov/employment.
NOTE ON TELECOMMUTING: Employees are required to apply and obtain approval through management to telecommute according to the agency’s Telecommuting Program Guidelines.
Some positions may require additional credentials or a background check to verify your identity.
Email Address HRresumes@ogs.ny.gov
Address
Street NYS Office of General Services, HRM
31st Floor Corning Tower, Empire State Plaza
Notes on ApplyingPlease submit a resume and cover letter detailing how you meet the minimum qualifications. Indicate the Position Title & Vacancy ID number of each position you are applying to.