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 W 34th Street, New York, NY 10001

Hours Of Work

8:15AM – 5:30PM

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

Opening

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective

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 the 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 an 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-upon Service Level Agreement guidelines and Key Performance Indicators
• Adhere to the 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)
  
  

Required Knowledge/Skills/Abilities

• Strong customer service skills and professional demeanor
• Possess familiarity with the 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 an 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 the ability to meet identified targets
• Working knowledge and use of office productivity tools and web-based applications
• Knowledge of Shared Services
  
  

Required Education And Experience

• High School Diploma or GED
• Minimum 4 years’ experience in Human Resources, Benefits, Payroll, or Accounts Payable
  
  

Preferred Education And Experience

• Associate's degree in business
• Previous call center experience preferred. Shared Services experience preferred.
  
  

Other Information

May need to work outside of normal work hours (i.e., evenings and weekends)

Travel may be required to other MTA locations or other external sites.

According 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 those concerning veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.