Management Analyst II

Job Announcement

This position is located in the Central Information and Telecommunication (CIT) Section of the Personal Property and Business License Division and designated as a one stop service. Under the direction of the assistant director in charge of the vehicle sections, this position manages the CIT Section. This includes the day-to-day operations and direct supervision of three supervisors and 30 AA IV staff. Plans, develops, hires, trains, and oversees the daily operations of the call center and the employees.

Establishes goals and objectives for call center employees to follow and resolve customer issues, staff phone access issues, and other call center issues as they occur. Coaches call center staff through challenging customer service issues. Analyzes call center data and prepares reports for senior management. Evaluates staff effectiveness and performance daily, annually, and on an as-needed basis. Leads team meetings and provides presentations to executives. Develops daily, weekly, monthly, quarterly, fiscal, and annual call center goals and action plans. Prepares work, leave, and lunch schedules to ensure sufficient coverage. Reviews and updates personnel budgets for approval. Ensures employees resolve issues and improve customer satisfaction. Interviews and recommends the hiring of qualified limited term and merit par-professional candidates for call center representative positions. Oversees employees progress, working with dissatisfied customers to resolve complex issues. Develops and implements new processes to boost the call center's efficiency and productivity levels. Approves employee leave. Evaluates employee job performance. Collaborates with taxpayers in the resolution of personal property tax issues. Collaborates with internal and external agencies on complex tax issues for uniformity and tax code interpretation. Receives calls and provides responses from citizens, attorneys, realtors, Board of Supervisors, and others, requiring detailed information about payments and assessments of real estate and individual personal property assessments, dog license, state income taxes, parking tickets, tax relief, compliance for PPTRA, and other general tax information. Exercises independent judgment and initiative in the application and interpretation of complex regulations, procedures, and instructions while dealing with the public.

Note: The assigned functional areas of this position are personnel management, customer service, tax dispute resolution, tax assessment, and/or operations management.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)

• Performs a wide range of professional work in multiple administration functions within an organizational unit including analysis and project management;
• May supervise administrative and paraprofessional staff;
• Performs a variety of technical and professional work related to monitoring and reporting on departmental business processes, activities, and outcomes;
• Plans, develops, and implements comprehensive communication and education plans on programs and services for both county agencies and community organizations;
• Assists with developing and conducting special studies and research initiatives, by designing survey instruments, gathering data and information from department staff, developing data analysis tools, conducting statistical analyses, initiating literature reviews, etc.;
• Conducts analysis and reporting of quantitative and qualitative data in order to track and monitor various business process indicators;
• Serves as the point-person and liaison within the department and with central county departments regarding a designated program and functional areas of responsibility;
• Prepares reports and presentations of analysis and findings.

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Knowledge of the mission, goals and objectives of the organizational unit, program or activities to which incumbent is assigned;
• Knowledge of the principles, practices, and techniques relating to various functional areas of business operation (e.g., personnel, budgeting and financial management, contract administration and management);
• Knowledge of the principles, practices and techniques governing management, organization, operations and programmatic services;
• Ability to identify and describe a range of possible solutions for solving business problems;
• Ability to apply research methods to design studies and assessments, and statistical analysis techniques to identify patterns and trends in data;
• Ability to use word processing and presentation software to prepare documents, and to use spreadsheet and statistical analysis software packages to store, manipulate, analyze and present data;
• Ability to train, lead, and/or supervise paraprofessional staff.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a credit check to the satisfaction of the employer.

This position is emergency/essential services personnel. (Required to report for duty during inclement weather and/or other emergencies.)

PREFERRED QUALIFICATIONS:

• Direct supervisory experience overseeing, monitoring, and directing the work of others.
• Knowledge and experience of state and County codes related to personal property assessments, and other applicable exemptions.
• Ability to monitor, review, and analyze changes to the tax law and changes to the work process to ensure accuracy of the agency's web pages pertinent to the tax facts.
• Experience working with tax administration and/or tax compliance.
• Ability to serve as an agency point of contact with state officials, citizens, other DTA divisions and County agencies on state and local tax issues.
• Ability to show initiative and resolve issues with minimal supervision in a prompt and professional manner.
• Strong customer service background and ability to work independently.
• Proficiency in using Microsoft Office applications (Word, Excel, Outlook, and PowerPoint).
• Ability to prioritize and complete assignments on schedule.
• Must demonstrate verbal and written communication skills that result in very clear and concise messages and feedback.
• Ability to exercise tact, discretion, initiative, and creativity.

PHYSICAL REQUIREMENTS:
Job is generally sedentary, but may require some walking, bending, and lifting of up to 10 pounds. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel Interview and may include a practical exercise.

The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov. EEO/AA/TTY.

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