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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50296681 |
Description Activated On: 9/26/2025 10:50:24 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Performs analytical, technical and program development work with a focus on improving the efficiency, effectiveness, and quality of the Customer Experience Center (CEC) operations. Develops and implements operational policies and procedures based on performance metrics, changes in Commonwealth tax regulations, and priorities outlined by the CEC Director. Identifies and resolves short-term and longer-term challenges related to workflow, technology, quality, staffing, and other operational issues. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Works collaboratively with other Command Center Analyst(s) and CEC leadership to evaluate the Center’s operations as well as develop and implement solutions designed to improve the efficiency and quality of the customer experience. Monitors and analyzes performance and operational data from multiple sources to provide insights to management and facilitate effective decision-making and operational coordination. Reviews and assesses the significance of real-time data and trends in CEC customer contacts via all technologies and tools used in the department, such as telephone systems, dialer applications, email communication applications, chat systems. Uses operating data and reports to identify short-term tactical approaches and longer-term strategies for enhancing productivity, consistency, efficiency, and quality of the customer experience. Analyzes data to identify patterns in customer questions and issues. Determines and executes solutions to alleviate short-term bottlenecks and workload imbalances. Reconfigures customer contact technology to re-direct calls/contacts, modify staff assignments, and other temporary changes to ensure timely assistance to taxpayers. Recommends medium and longer-term solutions for ongoing or recurring challenges. Based on data trends and insights, develops recommendations for changes in bureau policies and procedures, staffing configuration, training programs, organizational structure, performance plans, and other operating procedures. Reviews proposed or new tax regulations, recommends changes to procedures or processes, and implements approved solutions to maintain or improve operational efficiency. Collaborates with CEC managers to ensure effective communication and cooperation among units. Evaluates operational data to determine patterns in CEC employee behavior, performance, and productivity; shares findings with management and participates in the development of corrective actions for staff performance concerns. Compiles information on the contact center metrics to evaluate the impact of process improvement changes and identify potential future modifications to processes or policies. Using historical data and knowledge of upcoming cycles or tax policy changes, prepares projections of customer contact volume, type, and issues; presents forecasts to management; develops recommendations regarding staffing, training, or technology designed to address projected contacts and customer needs. Implements senior level management directives, policies and ensures compliance with the same. Consults with Executive Staff, bureau and office directors, managers, and supervisors in identifying agency-specific needs, developing, and implementing policies to meet those needs. Attends meetings with internal and external stakeholders, subject matter experts and others to keep up to date with technologies and systems operations. Performs quality assurance monitoring to ensure CEC employees achieve and maintain customer service quality standards. Prepares written correspondence and reports on behalf of management for the Secretary of Revenue, Deputy Secretary(s) and the Director of the CEC. Performs systems testing, analyzes the results testing and recommends changes to processes to enhance operation efficiency. Provides technical assistance to internal and external customers. Interprets tax laws, rules, regulations, administrative policies, and procedures. Performs special projects or work activities as requires. May respond to questions directly from taxpayers and/or their authorized representatives. Demonstrates a commitment to always meeting expectations of the bureau/program’s customers. Applies Lean thinking in day-to-day tasks. Is mindful of internal controls and risk management when changes are made to a process. Performs other duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Develops daily work priorities for the Contact Center, evaluates overall work performance of Contact Center staff, develops and designs reports on Contact Center operations, analyzes Contact Center skill assignment to streamline operations. Reviews program policies and/or operating procedures and develops implementation strategies or makes recommendations for changes. Speaks on behalf of the Director to facilitate optimal execution of the Center’s day-to-day operations and activities. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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