Review Vacancy
TitleSupervisor Administrative Analysis (E-ZPass Customer Service)
Occupational CategoryAdministrative or General Management
Bargaining UnitTeamsters Local 456 (Thruway Authority)
Salary RangeFrom $100929 to $135847 Annually
Duties Description Under the general direction of the Electronic Toll Collection Program Manager and/or the Departments Revenue Operations Manager, the incumbent will be responsible for direct oversight of E-ZPass NY Customer Service Center as a whole. This includes managing multifaceted relationships with both NY Tolling Authorities and contractors who comprise of the NY Customer Service Center. In addition, the incumbent will be responsible for oversight of the internal E-ZPass Customer Service Unit who will lead our EZPass call center team, ensuring efficient operations, exceptional service, and compliance with program standards and will conduct analytical tasks within the Department of Revenue Management. The incumbent will learn in detail the Electronic Tolling program, including the various E-ZPass discount plans, and Toll by Mail program. Incumbent will identify opportunities to improve operational and administrative activities/programs; provide project management for initiatives with a greater degree of complexity and/or organizational impact; coordinate the development and/or update of systems, develop project plans regardless of project timelines, evaluate and develop recommendations to improve operations, and supervise professional staff in the accomplishment of work. When assigned to special projects, the incumbent will be required to independently prepare written materials and reports, provide complete data analysis and presentation of information, and make appropriate recommendations. Duties may include, but not be limited to the following:
· Supervise representatives managing EZPass Customer Service inquiries, and any related billing issues.
· Lead and coach call center representatives handling EZPass inquiries and account issues.
· Handle escalated issues professionally and maintain positive customer relationships.
· Conduct coaching, training, and performance evaluations to internal and external customer service staff.
· Prepare and analyze operational and performance reports.
· Collaborate on process improvements and technology enhancements.
· Ensure compliance with program policies, and regulations.
· Assist with scheduling and planning when necessary and appropriate.
· Perform the full scope of upper-level managerial duties of assigned unit within the Department of Revenue Management.
· Develop detailed report outs pertaining to key performance indicators and present to Department Leadership.
· Perform the full range of supervisory duties, including providing performance evaluations, probation reports, approving time off requests, and managing staffing schedules to ensure proper coverage.
· Assign projects accordingly for analysis and study to proper unit staff. Establish proper deadlines for work output and provide feedback to data reported. Present
completed projects to Department leadership and provide in depth reports for their review.
· Independently handle complex or multi-jurisdictional issues as they arise within the assigned unit.
· Provide necessary reports for Legal review and track claims through completion.
· Review subordinate work to ensure compliance with project objectives, and for accuracy, completeness and soundness of recommendations.
· Provide technical guidance and direction to staff and suggest corrective measures where needed.
· Provide guidance on elevated issues regarding Disabled Veteran Non-Revenue program, Emergency Services Toll Reimbursement program, and general non-revenue account management.
· Ensure adherence of procedures, techniques, and methods, including internal controls.
· Oversee the development and maintenance of internal procedure manuals. Ensure regular updates and conduct audits to ensure accuracy.
· Conduct organizational studies and/or surveys to develop appropriate recommendations for improvements.
· Identify problems or factors inhibiting the achievement of program goals and set the objectives of the project. Make appropriate recommendations as needed.
· Develop and assign work plans considering mission driven goals and the strategic plan.
· Finalize and report out periodic progress and final reports of assigned projects containing findings and recommendations; Present findings to NYSTA Directors and/or Department Leadership.
· Ensure performance improvement initiatives such as planning and facilitating process improvement events, analyzing data and performance, preparing and presenting reports to upper management are completed by staff.
· May oversee the efforts of other administrative support employees in compiling specific studies, surveys, projects and documentation.
Minimum Qualifications Current New York State employee with one year or more of qualifying permanent service allocated to a Grade 23 or above and eligible for transfer under Section 52.6 of the NYS Civil Service Law.
Additional Comments This is a Management Confidential position. The NYS Thruway Authority offers an extensive benefits package, including but not limited to paid time off, sick leave incentive, membership to the NYS Retirement System, and 90% tuition assistance.
We offer FREE onsite employee parking.
Our telecommuting program offers up to 20% (two days per pay period) upon completion of at least three months of satisfactory performance. Additional policy guidelines and work hours may be discussed during the interview.
ADDITIONAL PAY INFORMATION: The salary range for this position includes all applicable annual components of pay which are: Base Pay Range from Hiring Rate $93,929 up to Job Rate $128,847. Recruitment & Retention Pay: $7,000.
ELIGIBILITY FOR EMPLOYMENT: All potential candidates for this position must be legally eligible to work in the United States at the time of appointment and throughout your employment with the New York State Thruway Authority. If appointed, you will be required to produce documents that verify your identity and authorization to work in the United States, as required by the Federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.
Please be advised, the New York State Thruway Authority does not use eVerify, and we are unable to provide sponsorship for employment visa statuses (i.e. H-1B, Self-Sponsorship, STEM OPT).
The New York State Thruway Authority is an Equal Opportunity Employer. All individuals including women, people of color, LGBTQIA+, people with disabilities, and veterans are encouraged to apply.
New York State Human Rights Law prohibits discrimination based on age, race, creed, color, national origin, sexual orientation, military status, familial status, citizen or immigration status, sex, disability, marital status, gender identity or expression, prior arrests, prior conviction records, predisposing genetic characteristics or domestic violence victim status. The Thruway Authority is committed to a workplace free from discrimination based on the referenced characteristics and other federal and state protected characteristics.
The New York State Thruway Authority provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please contact the Bureau of Accessibility, Equity, Diversity and Employee Engagement at accommodations@thruway.ny.gov or call (518) 471-4321.
Some positions may require additional credentials or a background check to verify your identity.
Email Address CanvassReply5@thruway.ny.gov
Address
Notes on ApplyingIf interested in this vacancy, please submit a resume and any other documents for proof of eligibility to the contact information in this announcement. You must include the Vacancy ID and Title of the position you are applying for in your email.