This position is responsible for supporting program/initiatives, conducting research, performing analysis, tracking metrics, and providing recommendations within the complex work area of the Customer Information Services Unit (CISU) in the Collection Services Bureau (CSB). Primary duties of this position include the following: (1) oversees the research, analysis, documentation, and process improvements for CISU programs and initiatives including inbound/outbound call strategies, batch skip-tracing efforts, compliance (i.e., lien, levy, and letter campaigns), etc., (2) provides research, analysis, and administration for Call Center systems, in coordination with other CSB and agency teams, to ensure effective and efficient functionality, and (3) maintains, implements and/or evaluates related training and documentation to ensure program quality, productivity, and adherence to internal/contractual controls.
The employee in this position is a member of the Information Processing Division team and, as such, participates in special projects, gives presentations, attends meetings on behalf of the Division, and works with peers and managers to resolve issues. This employee contributes to the continuous improvement of CSB by participating on committees as directed, tracking and aligning metrics, and assisting in the development and implementation of strategic goals.
