Job Description Applications must be filed at 00046253&tz=GMT-05:00&tzname=America/Chicago
About the Comptroller's Office Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller's Office. We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more!
Culture Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service.Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance. If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you! Click here to see an inside look at the Texas Comptroller's office!
General description The Taxpayer Services Division houses ones of the agency's call center.This position is a critical position within the call center.We are looking for an individual with experience in systems analysis, telecommunication systems and project management. This position may be eligible for a flexible/hybrid work schedule if certain conditions are met; working arrangements may change at any time as business necessitates.
Qualifications: Education: Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, or management information systems is required.
Minimum Experience: •Progressive experience in systems analysis and design work using call center technology such as artificial intelligence, automatic call distributors, interactive voice response systems, omnichannel routing, skills-based routing, Al-power chatbots and/or virtual agents. •Full-time work experience in a call center environment utilizing knowledge and skills in the area of workforce planning analysis, process and procedure development, business intelligence and data analytics, workforce management systems, reports and self-service dashboards, and/or program and project management. •Experience using SQL, QMF, Excel and/or software to produce reports, charts, graphs, flowcharts, etc.
Substitution: One (1) additional year of full-time experience as stated above may substitute for each year (30 semester hours) of the required education with a maximum of 120 semester hours (four years).
In this role you will: - Analyze and test procedures, information systems, or utility programs for efficiency and effectiveness. Use information systems and call center statistics to formulate logical descriptions of problems and devises optimum solutions to improve call center functions and/or workflow.
- Oversee and provide guidance in troubleshooting and solving problems relating to computer systems or programs. Act as the liaison between Taxpayer Services and the Information Technology division.
- Prepare and/or oversee the preparation of daily, weekly and monthly statistical reports, charts, diagrams, tables, and flowcharts relating to call center production.
- Determine operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems. Serve as the Division Security Coordinator, including requesting equipment for new and existing employees. Coordinate technology for all Taxpayer Services employees (phone, computer, software, server access, etc.).
Veterans: To receive veteran's preference,a copy of your DD214 (Member 4) is required. Surviving Spouses or Orphans must provide DD 1300 or DD 214. Required documents must be attached to the application when it is submitted in order to receive veteran's preference. Veterans, Reservist or Guardsmen with an MOS or additional duties that fall within the essential duties of the job position or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position. Please call Human Resources, CPA Veterans Liaison at 512-###-####/800-###-#### for more information or assistance. Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditor's Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditor's Office Military Crosswalk Guide. The Texas Veterans Commission provides helpful employment information Go to: www.careeronestop.org for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements and skill sets.
Applications submitted through Work In Texas: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. The Comptroller's Office is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.