Senior Process Specialist

Description

JOB TITLE:                            Senior Process Specialist

SALARY RANGE:                  $49,562-$82,603

DEPT/DIV:                            HR Center of Excellence

SUPERVISOR:                     Manager - Customer Management Center

LOCATION:                           333 West 34th Street New York, NY 10001

HOURS OF WORK:              (8 hours/day)

DEADLINE:                           Until Filled     

This position is represented by the Transportation Communications Union (TCU)

SUMMARY:

The purpose of this position is to manage, resolve and escalate customer inquiries and service requests. The Senior Process Specialist provides expert assistance to level 2 (complex) customer inquiries, coaches less experienced team members and provides guidance on process area procedures.

RESPONSIBILITIES:

Operations

·         Provide excellent customer service to BSC customers

·         Resolve inquiries / requests by email or phone

·         Prioritize service requests and manage the queue of open inquiries

·         Record and track all interactions via Siebel CRM

·         Identify, interpret, analyze, and research issues and seek resolution to meet customer expectations.

·         Understand when to resolve or escalate Re-assign or escalate service requests to Level 3 as appropriate

·         Process transactions in PeopleSoft as assigned

·         Complete assignments as delegated by supervisor

·         Comply with MTA and BSC policies, practices and procedures

·         Develop and update operating procedures as needed

·         Support project activities including requirements gathering, functional design & configuration, testing, training design, development & delivery, post production support

Individual and Team Responsibilities

·         Understand the MTA and BSC vision including how individual responsibilities fit into the long-term strategies

·         Maintain appropriate level of process, functional and technical knowledge and participate in training to continue to develop such knowledge

·         Manage individual assignments and expectations. Assist with prioritizing team assignments Mentor, coach and support other team members as appropriate

Service Management

·         Ensure that all assignments are completed with the highest quality and within agreed-to Service Level Agreement guidelines and Key Performance Indicators

·         Adhere to team budget

·         Identify and implement continuous improvement initiatives as assigned

·         Participate in user groups as necessary

·         Identify and document input to knowledge management tool(s)

KNOWLEDGE, SKILLS, AND ABILITIES        

Qualifications

Required

·         Strong customer service skills and professional demeanor

·         Possess familiarity with functional area

·         Working knowledge and use of PeopleSoft or related database software

·         Ability to process customer requests consistently with general supervision

·         Ability to learn and use various Customer Management Center enabling technologies

·         Ability to assess problems and promptly resolve or identify appropriate team to resolve

·         Excellent oral and written communication skills

·         Strong interpersonal skills with the ability to work with and collaborate across the BSC at all levels within and outside the organization

·         Excellent organization and multitasking skills

·         Excellent time management skills and ability to manage individual assignments

·         Ability to work in a team environment

·         Strong attention to detail

·         Ability to handle sensitive situations and maintain a high degree of confidentiality

·         Understanding of Customer Management Center functions

·         Working knowledge and use of Siebel CRM, Oracle Enterprise Content Management (ECM), Workforce Management and Genesys Cloud or other Interactive Voice Response (IVR) system

·         Familiarity with performance metrics and ability to meet identified targets

·         Working knowledge and use of office productivity tools and web-based applications

·         Knowledge of Shared Services

EDUCATION AND EXPERIENCE:         

Required

·         High School Diploma or GED

Preferred

·         Associate degree in business

Experience:

·         Minimum 4 years’ experience in Human Resources, Benefits, Payroll or Accounts Payable

·         Previous call center experience preferred Shared Services experience preferred.

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”).

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.