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Staff Analyst Series - MTA Customer Services (Amended)

Job ID: 1929
Business Unit: MABSTOA
Location: New York, NY, United States
Regular/Temporary:
Department: Customer Communications
Date Posted: Sep 19, 2023

Description

Job Information

JVN ID 1929

Title: Staff Analyst Series 
First Date of Posting: 6/20/2023
Last Date of Filing: Until Filled
Authority: OA/TA
Department: MTA Customer Services
Division/Unit: Customer Engagement
Reports to: Manager, Customer Engagement Team
Work Location: 2 Broadway
Hours of Work: Various, will include some weekend and holiday work

 **MULTIPLE VACANCIES**

TA Applicants must be in a permanent civil service status in the title(s) of Staff Analyst I-II / Associate Staff Analyst or be on an established list for said title(s). If you are on an established list, your list number must be reachable to be considered for appointment.

Candidates selected for this position on the NYC Transit payroll 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

Compensation
Staff Analyst I (TA): $58,934 (Min) - $69,771 (Max) (New Hire Rate: $51,245)

Staff Analyst II (TA): $68,430 (Min) - $76,213 (Max) (New Hire Rate: $59,505)
Associate Staff Analyst (TA): $77,356 (Min) - $100,155 (Max) (New Hire Rate: $67,264)
- TA represented by OSA

 Staff Analyst I (OA): $65,003 (Min) - $76,955 (Max)
Staff Analyst II (OA): $75,475 (Min) - $84,060 (Max)
Associate Staff Analyst (OA): $85,316 (Min) - $110,468 (Max)
- OA represented by TWU L 100

Responsibilities
New York City Transit is looking for expert communicators to provide world-class customer care for the millions of people we move each day.  In this role, you will be responsible for monitoring, categorizing, analyzing, responding to and reporting on customer inquiries, issues and comments regarding NYC Transit Subways and Buses submitted through the MTA website and across other channels including but not limited to social media, email, telephone, letter, and in-person customer-centered events such as TransitTalk.  You are expected to have strong verbal, written, research and interpersonal skills, a keen eye for detail, a positive attitude, 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.

As a staff analyst, you will monitor intake queues, review and ensure the correct categorization of customer feedback, share feedback with appropriate internal teams as necessary, determine the best response to resolve customer issues or satisfactorily address their concerns, and provide customers with accurate and timely replies.  Embracing an ethos of customer service, you will be a resolute advocate for the customer, working collaboratively with other teams/departments to foreground their concerns, help identify root causes and find sustainable solutions. 

You will also be responsible for analyzing customer data collected through multiple channels and use database tools to develop sophisticated reports and dashboards on customer feedback to identify trends, detect problems, check on SLAs and KPIs, 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 may also be called upon to supervise staff, at the discretion and direction of department management. In addition, you may be asked to help organize and participate in in-person outreach events such as the TransitTalks 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 workweek to providing support to the Senior Director of Customer Services on day-to-day organizational tasks as well as special projects. 

The position may also include other duties, as assigned.

Education and Experience
Staff Analyst I-II
1. A master’s degree from an accredited college or university in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, or urban studies, or a Juris Doctor degree from an accredited law school; or

 2. A baccalaureate degree from an accredited college or university and two years of satisfactory fulltime professional experience in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area; or

3. An associate degree or completion of 60 semester credits from an accredited college or university and four years of satisfactory full-time professional experience as described in "2" above; or

4. A four-year high school diploma or its educational equivalent and six years of satisfactory full-time professional experience as described in "2" above; or

5. A combination of education and/or experience equivalent to "1", "2", "3", or "4" above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college or university for one year of experience. However, all candidates must have a high school diploma.

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.

Associate Staff Analyst
1. A master’s degree from an accredited college or university in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies, or a Juris Doctor degree from an accredited law school, and one year of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management, or in a related area; or

 2. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time professional experience in the areas described in "1" above.

Desired Skills
Demonstrated success working in a high-volume customer service department analyzing and resolving complex customer problems
- Knowledge of analytical or database software, particularly CRM or business intelligence systems
- Experience with Salesforce or similar CRM products
- Experience with Conversocial or similar social media customer service software
- Proficiency with Power BI and Tableau
- Exceptional analytical skills, attention to detail and deadlines
- Strong verbal, written, research and interpersonal communication skills
- Sound judgement and excellent work ethic
- Highly organized and able to deftly manage multiple projects at the same time
- Proficiency in all Microsoft applications

Selection Method
Based on evaluation of education, skills, experience and interview.

Other information
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
MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

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.

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