Position Information

NY HELPNo

AgencyTaxation & Finance, State

TitleTaxpayer Services Administrator 2

Occupational CategoryAdministrative or General Management

Salary Grade31

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $131256 to $159784 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.50

Workday

From 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Schenectady

Street Address 93 West Campbell Rd

City Schenectady

StateNY

Zip Code12306

Job Specifics

Duties Description Under the general direction of the Taxpayer Services Administrator 3, (M-5), the Taxpayer Services Administrator 2 (G-31) assists in the direction, planning and overall management of the operations and personnel of the Contact Center Division (CCD). In this capacity, the incumbent performs the following duties:

•Provides overall direction, coordination and administration of CCD operations to ensure the achievement of division goals and objectives and provides guidance to subordinate managers.
•Exercise a high degree of independent judgement in providing management and oversight of CCD within the Office of Processing and Taxpayer Services Division.
•Help guide the direction of CCD in alignment with the Department’s strategic and operational plan.
•Attend cross-divisional, high level executive meetings as representative of CCD.
•Work with other bureaus and divisions to initiate new procedures or make changes to existing ones through either direct intervention or by change controls.
•Recommends and ensures the implementation of priorities and time schedules to accomplish CCD goals and objectives. Meets regularly with the CCD Director to discuss progress toward goals and as needed, possible corrective actions to be taken to ensure continued unimpeded operations.
•Provide ongoing direction, leadership, and management of CCD in all functions including but not limited to staffing, contact center best practices and call flows, morale, budgeting, diversity and inclusion, training, quality, and recognition.
•Manage resources to gain maximum employee productivity and ensure critical business tasks are completed.
•Counsels and guides subordinate managers, assisting them in developing full managerial potential.
•Create, coordinate and analyze statistical and production reports. Assign staffing to maintain productivity levels to maximize customer service.
•Communicate effectively both verbally and in writing, and complete required reports timely.
•Provide guidance and oversight for development of new technologies to better enhance operations and the customer experience.
• Adhere to the Department's time and attendance rules and regulations. Perform with the highest level of integrity, acting within the Department’s code of conduct, state ethics laws and department policies.
• Acts on the CCD Director’s behalf in his or her absence and is responsible for the day-to-day supervision of CCD’s operations or program activities

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 knowledge of Tax Law preferred, but the successful candidate will also possess experience and knowledge regarding Call Center operations.

Additional Comments Telecommuting will be discussed at interview.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name Mary Trombley

Telephone

Fax

Email Address tax.sm.recruitmentteam6@tax.ny.gov

Address

Street W.A. Harriman State Office Campus

Building 9, Room 256

City Albany

State NY

Zip Code 12227

 

Notes on ApplyingQualified candidates should submit a resume to tax.sm.recruitmentteam6@tax.ny.gov. Candidates may be contacted for their SSN to confirm eligibility for transfer.