Staff Analyst Series (MTA Communications)
Description
JOB INFORMATION:
Title: | Staff Analyst Series (MTA Communications) |
Authority: | MABSTOA |
Department: | NYC Transit Authority |
Division/Unit: | Customer Services |
Location: | 2 Broadway, Manhattan |
Hours: | As required |
Telework (if Applicable): | None |
Reporting Manager (if Applicable): | Director, MTA Communications |
Deadline (if Applicable): | Until Filled |
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Compensation\Authority - Union | OA - |
Staff Analyst 1 (OA) | $60,424 - $78,070 |
Staff Analyst 2 (OA) | $68,021 - $88,227 |
POSITON SUMMARY:
In this role, you will be responsible for monitoring intake queues, agent telephone calls, and attending in-person Outreach customer-centered events. You are expected to have strong verbal, written, and interpersonal skills, a positive attitude, and an eagerness to take on new challenges, and a commitment to your role in ensuring the continuous improvement of the public transportation network on which NYC depends. The desk supervisor works in the New York City Transit Customer Contact Center, which handles more than 1 million calls annually regarding transit travel, reduced fare, commendations, complaints, OMNY and MetroCard information via 511 telephone and Chat channels. The Call Center Analyst is the unit's quality control coordinator, responsible for collecting test call data from contact center supervisors and preparing management reports analyzing test calls for quality and customer courtesy.
RESPONSIBILITIES:
As a supervisor lead you will provide support to Management, work collaboratively with other teams/departments to assist in projects, troubleshoot issues, foreground concerns, help identify root causes and find sustainable solutions. You must be able to work a flexible schedule. The Contact Center operates 7 days a week and hours can extend to a 24-hour period at the behest of leadership. Flexibility and prioritization skills are key characteristics in fulfilling the role. You will also be responsible for analyzing customer data collected through multiple channels and using database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPls, monitor case queues, and help guide policy. You will be expected to adhere to established CRM quality control protocols to maintain and enhance data integrity. In this role you will also be called upon to attend meetings with senior level executives, at the discretion and direction of department management. In addition, you may be asked to help organize and participate in outreach events such as TransitTalks & Fair Fares events held at subway stations where customers have an opportunity to meet face-to-face with NYC Transit leadership. You may also be called upon to devote a portion of your work week to providing support to the Senior Director of Customer Services on day-to-day organizational tasks as well as time sensitive projects. The position may also include other duties, as assigned.
EDUCATION AND EXPERIENCE:
1. A bachelor’s degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or
2. An associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity; or
3. A four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity; or
4. Education and/or experience equivalent to "1", "2", or "3" above.
Special Note:
To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above.
DESIRED SKILLS:
Experience with Salesforce or similar CRM products familiarization. Exceptional analytical skills, attention to detail and deadlines.
Strong verbal, written, research and interpersonal communication skills.
Sound judgment and excellent work ethic.
Highly organized and able to deftly manage multiple projects at the same time. Knowledge of automated systems to monitor agent performance and SLA's.
Strong customer service and communications background. Knowledge of MTA subway and bus service.
Experience using social media in a business or professional work environment. Highly organized and able to deftly manage multiple projects at the same time.
Ability to multi-task several projects and deliver favorable results under pressure. Recognized problem-solving skills to analyze performance data and develop strategies to achieve operational goals.
Aptitude towards learning and mastering multiple inter-agency systems and applications.
Proven skills in Microsoft Office Suite, mainly Excel and Access, for generating reports.
SELECTION METHOD
Based on evaluation of education, skills, experience, interview, and written assessment.
All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.
OTHER INFORMATION
Appointment may be at a comparable level to current level of selected candidate. (If necessary)
As an employee of MTA NYC Transit, you may be required to complete an annual financial disclosure statement with the state of New York, if your position earns more than $101,379 (this is subject to change) per year or if the position is designated as a policy maker.
For 55-a eligible titles: Candidates selected for this position may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page
ADDITIONAL INFORMATION
Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.
To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
HOW TO APPLY
Qualified applicants can submit an online application by clicking on the ‘APPLY NOW’ button from either the CAREERS page or from the JOB DESCRIPTION page.
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EQUAL EMPLOYMENT OPPORTUNITY
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.