Review Vacancy
Date Posted: 04/16/15
Applications Due: 04/30/15
Vacancy ID: 20479
Position Information
NY HELPNo
AgencyTaxation & Finance, State
TitleTaxpayer Services Administrator 1
Occupational CategoryAdministrative or General Management
Salary Grade29
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $92498 to $113285 Annually
Employment Type Full-Time
Appointment Type Contingent Permanent
Jurisdictional Class Competitive Class
Travel Percentage 10%
Schedule
Workweek Mon-Fri
Hours Per Week 37.50
Workday
From 8:30 AM
To 4:30 PM
Flextime allowed? Yes
Mandatory overtime? No
Compressed workweek allowed? Yes
Telecommuting allowed? No
Location
County Albany
Street Address W.A. Harriman State Campus, Building 8
City Albany
StateNY
Zip Code12227
Job Specifics
Minimum Qualifications This position may be filled pending DOB approval and is subject to DOB guidelines for processing personnel transactions. The selected candidate must be eligible for appointment in accordance with the provisions of the Civil Service Law, Rules and Regulations:
Eligible for transfer under Section 52.6 of the Civil Service Law.
Preferred Qualifications: Candidates with experience in Call Center operations or working with multiple State Agencies preferred.
Duties Description This position will be located in the Consolidated Contact Center Division and will Direct Bureau Operations for a statewide business contact center. This center will provide support calls from a new statewide website, as well as general business calls from NYS agencies dedicated to assisting businesses when interacting with NYS.
Under the direction of a Taxpayer Services Administrator 3, the incumbent will provide day-to-day direction, leadership and management of contact center operations. The incumbent will perform the following duties:
Primary liaison with all client agencies for Business Call Center
• Work directly with the Executive Chamber and client agency executive leadership as well as agency customer service staff and OITS support.
• Resolve service and payment disputes that escalate to this level.
• Coordinate delivery of service to business customers with business portal executive leadership.
• Assist in the creation of an annual and long term business plan detailing short and long term goals (includes specific metrics) for Business Call Center.
• Create, coordinate and analyze statistical and production reports. Assign staffing to maintain productivity levels and keep backlogs to a minimum.
• Create and implement plans for accommodating workload changes and responsibilities that result from legislative mandates and upper management directives.
• Review, analyze and comment on legislation and other administrative proposals that affect operations. Develop procedures for new functions, reviewing existing procedures on an on-going basis and updating procedures as necessary.
• Serve as a liaison between Sections and other Bureaus within CCD; keep sections informed of changes in legislation, management directives, and procedures.
• Initiate new procedures or make changes to existing ones through either direct intervention or by change controls.
• Effectively communicate both verbally and in writing, with taxpayers and their representatives, management, and inter-bureau or inter- Department personnel, client agencies, and OITS
• Adhere to the Department's time and attendance rules and regulations.
Some positions may require additional credentials or a background check to verify your identity.
Contact Information
Name Cynthia Justice
Telephone 518-591-1997
Fax
Email Address Cynthia.Justice@tax.ny.gov
Address
Street W.A. Harriman Campus, Room 900
City Albany
State NY
Zip Code 12227
Notes on ApplyingCandidates should submit a resume and cover letter explaining how they meet the qualifications for the position. Candidates should include their SSN with their letter of interest in order to confirm their eligibility for transfer.
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