Management Analyst (Workforce)
Management Analyst (Workforce)
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Job Description
Title: Workforce Management Analyst
State Role Title:Policy Planning Spec I
Hiring Range: Commensurate with Experience
Pay Band: 4
Agency: Department of Taxation
Location:Teleworkers
Agency Website: Type: Agency Employee Only - A
Job Duties
The Department of Taxations Office of Compliance is seeking a detail-oriented and proactive leader to serve as the Workforce Analyst on the Collections team. This role is essential to ensuring optimal service levels call center performance and operational efficiency. The selected candidate must have the ability to manage processes in order to achieve an optimal level of production.
Please note that this recruitment is for current employees of the Virginia Department of Taxation.
In this role you will
Manage agent skills and queue assignments to ensure appropriate phone coverage and achievement of service level goals.
Monitor daily schedule adherence in real time and take corrective actions as needed to optimize staffing and efficiency.
Track real-time call and workload activity escalating and responding to variances in demand and service levels.
Develop and maintain regular metrics reports for activities such as phone queue performance call volume and patterns agent schedule adherence and mail inventory levels.
Provide contingency phone support
This position will work remotely though may be required to come into the office in Richmond periodically/as needed.
The anticipated hiring salary is commensurate with experience up to $57000
At Virginia Tax
We are dedicated resourceful individuals who strive to exceed our customers only do we serve the public we are the public. We are a part of a community that cares about and celebrates each other who promote opportunities for growth within a stable environment and support a healthy work-life balance.
What we do matters. So do you.
As a member of the Virginia Tax team you can expect additional benefits such as:
Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
12 Paid State holidayson top of vacation sick volunteer and personal leave!
Comprehensive and affordablehealth benefits.
Got student loans You may be eligible for thePublic Service Loan Forgiveness program.
Participation in the Virginia Retirement SystemVA 457 Deferred Comp andmore.
Minimum Qualifications
Experience in workforce/performance management contact center operations or other related roles such as program manager analyst forecasting roles and roles that manage work schedules
Progressive work experience in areas such as collections customer service or tax administration
Proficiency in using Microsoft tools such as Excel to create reports and experience with call center software such as Verint Cisco and Finesse
Ability to effectively communicate verbally and in writing with customers and colleagues in a professional courteous and tactful manner
Attention to detail and the ability to manage and track staff schedules and queuing assignments to ensure that service level goals are met
Experience reviewing generating and reporting staff key performance indicators and metrics in a high volume service or production environment
Additional Considerations
Knowledge of call center etiquette de-escalation techniques and ability to resolve adversarial situations while interacting effectively with internal and external customers in a professional manner
Knowledge and experience with safeguarding sensitive information such as personally identifiable information and taxpayer data
Flexibility and the ability to adapt to changing business needs productivity metrics responsibilities and work independently or as part of a team.
Special Instructions
You will be provided a confirmation of receipt when your application and/or rsum is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.
Consideration for an interview is based solely on the information within the application.
All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws rules and regulations.
Virginia Tax participates in E-Verify.
Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history tax compliance and DMV driving record (if applicable) checks.
The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.
Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race sex color national or ethnic origin religion genetics age veteran status political affiliation or disability. Reasonable accommodations are available to applicants with disabilities if requested during the application and/or interview process. If accommodations are needed please contact Human Resources at .
In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability use this link:Career Pathwaysfor Individuals with Disabilities or call DARS at or DBVI at .
Contact Information
Name: Virginia Tax Talent Acquisition Team
Phone:
Email:
Required Experience:
IC
Employment Type
Full-Time
