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Review Vacancy

Date Posted 04/16/15

Applications Due04/30/15

Vacancy ID20479

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%

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

County Albany

Street Address W.A. Harriman State Campus, Building 8

City Albany

StateNY

Zip Code12227

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.

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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