Review Vacancy
AgencyGeneral Services, Office of
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $67703 to $85635 Annually
Appointment Type Contingent Permanent
Minimum Qualifications 52.6 Transfer:
One year of permanent competitive or 55b/c service in a title SG-21 and above designated administrative under Section 52.6 of the Civil Service Law.
70.1 Transfer:
One year of permanent competitive or 55b/c service in an Associate Accountant, Associate Auditor, or Senior Purchasing Agent.
Duties Description The incumbent of this position will be assigned to a Human Resources service line within the Business Services Center, and will be responsible for the following duties:
• Develop and lead service line specific trainings for new staff.
• Monitor metrics dashboard for your service line daily and ensure any issues are addressed immediately.
• Work collaboratively with your peers on managing workload capacity within your units and shifting staff or work as needed.
• Ensure any changes to work, policies or procedures are updated in the scripts used at the Tax Call Center and by Service line customer representatives.
• Update service line policies and procedures, get approval of service line management and work with the BSC Customer Care team to disseminate these communications to customer agencies.
• Resolve the most complex service line related issues in a customer service oriented manner.
• Ensure training plans are up to date for both service line staff and customers.
• May be responsible for the work performed by the staff within an assigned service line, and/or may personally perform a very complex assignment which is characterized by the size of the organization reviewed, the number of diverse functional or program areas involved, the size and variety of customer services, or a transaction or other issue requiring the attention of a person with advanced technical knowledge.
• Disseminate technical assistance to staff engaged in assisting customers, agencies, and their vendors, and oversee the most difficult and complex issues.
• Coach and direct staff in the performance of their duties within their assigned service line, and lead daily huddles to elicit feedback from the team.
• Plan, evaluate, develop, and implement changes and enhancements to service line policies and procedures.
• Analyze proposed and enacted legislation, regulations, and forms changes for impact on processing systems and service line workload.
• Interpret key performance indicators and implement necessary changes to better streamline processes and procedures, while delivering excellent customer service.
• 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.
• Interact with customers (phone, email, in person) in a respectful, helpful manner, and actively listen to issues and guide them through appropriate solutions.
• 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.
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
40th Floor Corning Tower, Empire State Plaza
Notes on ApplyingPlease submit cover letter along with a clear and concise resume detailing how you meet the minimum qualifications for this position as listed in Specifics and indicate the Vacancy ID number for which you are applying.