Management Analyst (MA4)

Thurston County, WA - USA

Yearly Salary: $ 69744 - 91464

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Description

We are dedicated to growing a culture of belonging through our values:

Respect Trust Diversity Inclusion Equity

At the Department of Licensing (DOL)we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work create value for our customers and help build trust in our government.

Our Customer Contact Center is looking for a partner to join their team and bring research and analysis experience as a Management Analyst to help us better assist Washington residents.

As one of the most visible state agencies and the second-largest revenue generator in Washington State we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers enabling them to live work drive and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

If you are a customer-focused analyst that has experience with legislation and strategizing understands how to leverage technology to improve business processes with strong communication skills we invite you to apply!

Duties

As the Management Analyst you will gather and analyze data to tell the story of the Customer Contact Center. Your ability to dive into our customer feedback information and data usage will be imperative in identifying barriers that hinder customer usability. With the intent of improving customer experience you will uncover trends find performance gaps in workflows and/or technology and make necessary recommendations. Relying on your communication skills you will present complex reports clearly to senior management and diverse audiences. Your work in this role will directly impact our ability to fulfill our mission of helping every Washington resident live work drive and thrive.

Some of what you will do:

Ensure the accuracy completeness and reliability of all contact center data including call volume agent performance metrics and customer feedback.
Maintain a centralized data repository to support reporting analytics and data-driven insights.
Develop and maintain reports dashboards and key performance indicator (KPI) tracking for leadership and operational teams.
Identify barriers that hinder customer usability of the Contact Centers technology and recommend modifications that will enable ease of use for customers.
Collaborate with leadership and other departments to understand reporting needs and provide data to measure performance against business goals.
Partner with Management Analysts within Customer Relations Division (CR) to understand divisional business needs.

Qualifications

What you will bring to the role:

Six (6) years of experience aggregating data from multiple sources including quantitative and qualitative to analyze and gain insights into trends patterns and root causes.

Up to four (4) years of relevant education may substitute year for year for experience.

Experience must include:

Four (4) years of applying strong written and verbal communication skills using plain talk. To include demonstrated problem solving skills customer service experience and strong interpersonal skills.
Two (2) years of experience using Microsoft Word Excel Outlook PowerPoint and Power BI to create compose and edit written and illustrated materials presentations correspondents reports and spreadsheets.
One (1) year of experience preparing and presenting reports and research findings to an audience using presentations tools.
One (1) year of experience in facilitating groups of individuals toward a common purpose or outcome.
The ability to understand and follow agency values of respect trust diversity equity and inclusion through behaviors and decisions.

What may help set you apart:

Experience employing expertise credibility and effective partnering with business partners to determine and define problem areas and recommend solutions to complex or sensitive issues problems and service needs.
Additional demonstrated experience conducting presentations verbally or written to include organization of materials accurately conveying the information recommendations or assessments.
Experience in project management or leading projects to include creating project plans managing goals and timelines constraints risks identifying outcomes and assignments and communicating statuses and information to stakeholders.
Experience developing meaningful metrics definitions data capture business process design and analysis for large teams.
Experience with telephony call flow infrastructure and/or Amazon Connect.

Additional Conditions of employment:

Prior to new hire a preemployment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified keeping with our commitment we will take the steps to ensure that people with disabilities are provided reasonable accommodations.

For information about available accommodations the interview process or the position contact Nicole Walters.

Supplemental Information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity equity and inclusion!

How to Apply:

Select the apply button at the top of this job announcement.
Attach a current:
- Cover Letter
- Resume

Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas including supplemental questions and attachments are completed in full.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences.
We employ and serve people of all backgrounds including people of color immigrants refugees women LGBTQ people with disabilities and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce we will create a more respectful productive and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of veteran/military spouse preference please notify the Talent Acquisition Team.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age sex (including gender identity) marital status sexual orientation race religion creed color national origin honorably discharged veteran or military status or the presence of any sensory mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process during the recruitment process or who need this job announcement in an alternative format may contact the Human Resources Office at or may email Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information please visit .

Required Experience:

DescriptionWe are dedicated to growing a culture of belonging through our values:Respect Trust Diversity Inclusion EquityAt the Department of Licensing (DOL)we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees ar...