Call Center Analyst (Analyst II)

Job Description and Duties Are you an energetic, self-motivated, creative problem-solver with attention to detail? If so, we encourage you to apply! Under the direction of the Supervisor I, the Analyst II exercises independent judgment in the planning, development, and implementation of the most complex Operations Division projects. The incumbent may act as a team leader, coordinating project related activities of various staff in the Call Center, Customer Service Section, Program Support and Customer Service Branch within the Operations Division. If this sounds like a positive and exciting opportunity for you, then apply and tell us why. We would love to have you join our team! You will find additional information about the job in the Duty Statement. Special Requirements • The position(s) require(s) a Background Investigation be cleared prior to being hired. • Fingerprint/Criminal Record Clearance is required before hire. Statement of Qualifications Instructions In addition to the required documentation listed above, a Statement of Qualification (SOQ) must be submitted with your application. Please see the Statement of Qualifications and Instructions section below for more detailed instructions. The Statement of Qualification (SOQ) is a narrative description of how an applicant's education, experience, knowledge, skills, and abilities meet the qualifications for the position. The SOQ serves as a documentation of each candidate's ability to present information clearly and concisely in writing. PLEASE NOTE: Resumes, letters, and other materials will not be evaluated or considered as responses to the Statement of Qualifications. DISCLAIMER: Applicants who fail to submit a SOQ as required will be screened out from the selection process. INSTRUCTIONS: • Must be typed • 1” Margins • Font must be Arial 12-point (not higher or lower) • Contain a header, listing your name and the Job Control (JC) number • Include page number in footer • Not to exceed two pages • Single-sided and single-spaced • Indicate the corresponding criteria number for each response CRITERIA/CRITERION: • Describe your experience using Microsoft Excel to organize, analyze, and present data in support of assigned tasks or projects. • Describe your experience participating in projects or work assignments that required collaboration with others. Include how you tracked your tasks, communicated progress, and followed direction to meet deadlines. • Describe how you manage your workload while providing accurate and timely service to internal and/or external customers.