POSITION DESCRIPTION

Transcription

1 State of Michigan Civil Service Commission Capitol Commons Center, P.O. Box Lansing, MI Position Code 1. DEPTALTA POSITIO DESCRIPTIO This position description serves as the official classification document of record for this position. Please complete the information as accurately as you can as the position description is used to determine the proper classification of the position. 2. Employee's ame (Last, First, M.I.) 8. Department/Agency TECH, MGMT AD BUDGET - MB 3. Employee Identification umber 9. Bureau (Institution, Board, or Commission) Office of Retirement Services 4. Civil Service Position Code Description 10. Division Departmental Analyst-A Organizational Support 5. Working Title (What the agency calls the position) 11. Section Process Support 6. ame and Position Code Description of Direct Supervisor 12. Unit COVERT, FREDERICK L; DEPARTMETAL MAAGER ame and Position Code Description of Second Level Supervisor 13. Work Location (City and Address)/Hours of Work LEOARD, MEG T; STATE DIVISIO ADMIISTRATOR 17 General Office Building, 7150 Harris Dr, Dimondale, MI / Mon-Fri, 8:00 a.m. 5:00 p.m 14. General Summary of Function/Purpose of Position This position serves as the recognized resource for call center technology functionality within DTMB-ORS. This person will analyze performance of business activities as it relates to call center technology functionality across all business processes to ensure customer satisfaction. Provide advice and expertise to supervisors and management to maintain and improve quality and quantity of services provided to our members. Research issues with high customer service or efficiency impact and propose solutions. Develop and implement initiatives to promote call center functionality improvements and enhancements including identifying and documenting business requirements and coordinating the development and implementation of information technology systems and upgrades to the call center retirement systems. The position will research various SOM and industry standards and policies related to assigned areas of responsibility. This person must effectively communicate with those we serve inside and outside state government and should possess strong leadership, communication customer service, organization, and problem solving skills.

2 15. Please describe the assigned duties, percent of time spent performing each duty, and what is done to complete each duty. List the duties from most important to least important. The total percentage of all duties performed must equal 100 percent. Duty 1 General Summary: Percentage: 55 Recognized resource as the call center technology expert. As a call center technology expert, leads and maintain the call center technology functionalities and enhancements for DTMB-ORS. Collaborates across processes to maximize resources and efforts and to ensure overall operational success. Works as a recognized resource to coordinate initiatives/programs related to call center technology to achieve the ORS program goals.technology includes, Siebel, Genesys IVR, Genesys Workforce Manager, ICE call recording, Virtual Hold, and other related technologies. Lead the project effort on the DTMB-ORS side for all telephony upgrades Responsible for the development of policy, standards, procedures and other supporting document for the call center tools.compliance with department level policies must be part of internal documentation. Lead the project effort to assess new telephony infrastructure for Employer Reporting and work with the appropriate DTMB-IT teams to implement. Design and implement methods for program review, evaluation and analysis by acting as the recognized resource in requirement gathering sessions across the organization as related to call center functionality.recognize and account for the unique needs each process may have for call center technology. Conduct research and analysis, and prepare reports related to the complex work activities that require the execution of statutory requirements through technology tools. Research, collect, consolidate, analyze and maintain program data necessary to meet program goals, reporting and evaluation requirements. Prioritizes and gives direction to the Enterprise Call Center (MiECC) and Application Support Team Project Managers on call center technology enhancements and fixes. Coordinate testing of call center technology enhancements and fixes. Develop detailed user acceptance testing and regression testing test plans for call center technologies.the plans must ensure quality technology delivery across the enterprise. Serve as the administrator with the business responsibility for performance and oversight of the following technology tools.(day-to-day operations of these tools reside locally with user in the business processes) Skills Based Routing management. Virtual Hold administrator WFM Administration ICE application administrator. Siebel triage and enhancement support. CC Pulse support Duty 2 General Summary: Percentage: 20 Assist in the development and implementation of the Process, Division and Global Agency goals for improving customer satisfaction. Lead process, divisional and organization wide projects related to the improvement of call center technology. Analyze on-going program operations and recommend modifications to achieve greater efficiency and effectiveness Assist in planning, implementing, and evaluating programs and services as related to call center technology functionality. Design, implement and document processes as identified by the department to include mapping, procedures and gap analysis. Use and maintain computer databases to record and analyze data on processes. Direct and maintain performance report measuring accomplishments of stated goals and objectives. Lead major call center technology projects Manage the relationship between DTMB-ORS and the MiECC Provide training and mentoring for other DTMB-ORS analysts with regard to call center technology and development and collaboration with the MiECC and Application Support Team. Duty 3 General Summary: Percentage: 20 Serve as Liaison to DTMB-Telecommunications

3 . Serve as the point of contact for issues with DTMB-Telecommunications Review, analyze and recommend solutions on the office s telephone needs, particularly within the Customer Service call center and Employer Reporting ACD lines. Work with process supervisors/managers to address business needs in regards to the ACD lines, vectors, IVRs, Siebel, Avaya etc. Subject matter expert for the IVR Monitoring IVR Routing, recommend updates and work with DTMB-Telecom and MiECC to implement changes Troubleshoot IVR Issues with DTMB-Telecom and MiECC staff.serve as business contact to IT staff. Work directly with telecom on call center issues and informing telecom of solutions needed. Write up DIT 906 forms for phone requests. Perform reviews of telephone bills, telephone inventory and other required audits/monitoring to ensure compliance with hardware, software and accurate billing. Assist in the coordination of annual testing of phone switch and other phone drills related to incident management. Duty 4 General Summary: Percentage: 5 Other duties as assigned Other duties as assigned 16. Describe the types of decisions made independently in this position and tell who or what is affected by those decisions. Independent judgment important in areas such as problem identification, project prioritization, and in working with members of the systems 17. Describe the types of decisions that require the supervisor's review. Issues of policy, law, or administrative rule; staffing changes; published materials; monetary expenditures. 18. What kind of physical effort is used to perform this job? What environmental conditions in this position physically exposed to on the job? Indicate the amount of time and intensity of each activity and condition. Refer to instructions. This is a standard office environment using a computer most of the day. You will be required to retrieve materials from the copier and facsimile equipment throughout the day. Standing, stooping, walking, sitting, kneeling, bending are all required in order to successfully complete the tasks of this position. 19. List the names and position code descriptions of each classified employee whom this position immediately supervises or oversees on a fulltime, on-going basis. Additional Subordinates 20. This position's responsibilities for the above-listed employees includes the following (check as many as apply): Complete and sign service ratings. Assign work. Provide formal written counseling. Approve leave requests. Approve work. Review work. Approve time and attendance. Provide guidance on work methods. Orally reprimand. Train employees in the work. 22. Do you agree with the responses for items 1 through 20? If not, which items do you disagree with and why? Yes. 23. What are the essential functions of this position?

4 This position serves as the recognized resource for call center technology functionality within DTMB-ORS. This person will analyze performance of business activities as it relates to call center technology functionality across all business processes to ensure customer satisfaction. Provide advice and expertise to supervisors and management to maintain and improve quality and quantity of services provided to our members. Research issues with high customer service or efficiency impact and propose solutions. Develop and implement initiatives to promote call center functionality improvements and enhancements including identifying and documenting business requirements and coordinating the development and implementation of information technology systems and upgrades to the call center retirement systems. The position will research various SOM and industry standards and policies related to assigned areas of responsibility. This person must effectively communicate with those we serve inside and outside state government and should possess strong leadership, communication customer service, organization, and problem solving skills. 24. Indicate specifically how the position's duties and responsibilities have changed since the position was last reviewed. Establishment of new position 25. What is the function of the work area and how does this position fit into that function? Process Support provides ORS the environment in which to operate, including support activities such as: human resources, building, space, safety, security, end user computing and telecommunications coordination, mail, document management, computer program scheduling, procurement, logistics, documentation library, configuration management, employee services and overall IT development and implementation oversight. This position serves as the recognized resource for call center technology for the all business processes. The position will need to respond to issues or outages with the call center technology, identify/develop requirements and participate in the delivery of enhancements to the call center technology, and make recommendations for future directions of the call center technology. 26. What are the minimum education and experience qualifications needed to perform the essential functions of this position. EDUCATIO: Possession of a bachelor s degree in any major. EXPERIECE: Departmental Analyst 12 Three years of professional experience, including one year of experience equivalent to the experienced (P11) level in state service. KOWLEDGE, SKILLS, AD ABILITIES: Knowledge of call center technology preferred. Experience working effectively within a team environment. Excellent written and oral communications skills required; ability to take initiative and distinguish between situations that require immediate attention and those that require longer-term planning and action. Ability to write and translate information for a wide variety of audiences. Ability to speak clearly and effectively with customers and fellow staff one-on-one and in small groups. Knowledge of call center technology preferred. Knowledge and ability to use a variety of Microsoft Office software, including Excel, Word, PowerPoint and Microsoft Access. Ability to master telephone-reporting software and generate reports. CERTIFICATES, LICESES, REGISTRATIOS: OTE: Civil Service approval does not constitute agreement with or acceptance of the desired qualifications of this position. I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Supervisor TO BE FILLED OUT BY APPOITIG AUTHORITY

5 Indicate any exceptions or additions to the statements of employee or supervisors. /A I certify that the entries on these pages are accurate and complete. KYLA MOORE Appointing Authority 4/6/2015 I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Employee