What are the responsibilities and job description for the Comptroller - Call Center Resource Planning Analyst (Data Analyst III) position at COMPTROLLER OF PUBLIC ACCOUNTS?
Applications must be filed at
https://capps.taleo.net/careersection/304/jobdetail.ftl?job=00047782&tz=GMT-5:00&tzname=America/Chicago
Are you ready to grow, make a positive impact? If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you!
Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller’s Office. We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more! The Comptroller’s office serves virtually every citizen in the state. As Texas’ chief tax collector, accountant, revenue estimator, treasurer and purchasing manager, the agency is responsible for writing the checks and keeping the books for the multi-billion-dollar business of state government.
Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service. Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance.
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General description
The Taxpayer Services Division houses ones of the agency’s call center. This position is a critical position within the call center. We are looking for an individual with call center experience in workforce planning analysis, generating reports and project management.
This position may be eligible for a flexible/hybrid work schedule if certain conditions are met; working arrangements may change at any time as business necessitates.
General description
The Taxpayer Services Division houses ones of the agency’s call center. This position is a critical position within the call center. We are looking for an individual with call center experience in workforce planning analysis, generating reports and project management.
This position may be eligible for a flexible/hybrid work schedule if certain conditions are met; working arrangements may change at any time as business necessitates.
Education:
- Graduation from an accredited college or university with a bachelor’s degree.
Preferred Education:
Graduation from an accredited college or university with major coursework in data science, business analytics, computer science, computer information systems, management information systems, accounting, finance, mathematics, statistics, economics, or a related field.
Experience:
- Full-time work experience performing workforce planning analysis in a call center.
Preferred Experience:
· Experience using workforce management systems
- Experience in program and project management
Substitution:
- One (1) additional year of full-time experience as stated above may substitute for each year (30 semester hours) of the required education with a maximum of 120 semester hours (four years).
In this role you will:
- Identify and interpret data trends to produce reports which provide long and short-term forecasts of call demands and volumes. Produce reports to show overall call center performance. Prepare reports for management on where the Call Center Teams have improved and where the Call Center can improve further. Develop reports and metrics to track individual and team performance.
- Monitor and coordinate real-time activities to ensure appropriate call center staff coverage
- Participate in daily, weekly, monthly planning meetings with Call Center Management
- Participate in Special Projects and other duties as assigned.
Veterans:
To receive veteran's preference, a copy of your DD214 (Member 4) is required.
Surviving Spouses or Orphans must provide DD 1300 or DD 214.
Required documents must be attached to the application when it is submitted in order to receive veterans’ preference.
Veterans, Reservist or Guardsmen with an MOS or additional duties that fall within the essential duties of the job position or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position. Please call Human Resources, CPA Veterans Liaison at 512-475-3560/800-531-5441 for more information or assistance.
Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditor’s Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditor’s Office Military Crosswalk Guide. The Texas Veterans Commission provides helpful employment information. Go to: http://www.texasskillstowork.com, http://www.onetonline.org, https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/ or www.careeronestop.org for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements and skill sets.
Salary is contingent upon qualifications. If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.
An applicant must be eligible to work in the United States to be hired at the Comptroller’s office and must remain eligible, without sponsorship or any assurance of financial or other assistance from this agency, during the term of their employment.
Applications submitted through Work In Texas:
Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile.
The Comptroller’s Office is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.
