Who We Are:
The Employees Retirement System of Texas (ERS) offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success.
The Benefit Counseling department is the front line in supporting our members as they navigate day-to-day decisions related to their benefits. We strive to provide supportive education and guidance to our members and their families as they move through all stages of life and career.
Who You Are:
Our Digital Contact Solutions Analyst is responsible for analyzing, maintaining, and optimizing our various contact center solutions and platforms to enhance service delivery for our members. You are a self-managed individual and a collaborative leader that will thrive in a fast-paced, high-pressure environment. You understand how to analyze data, business practices and existing technological solutions such that available features may be leveraged to improve efficiency. You are an integral part of the business team through new digital solution implementations, and as such you are a strong communicator who can adapt your delivery to the needs of your audience. You will be able to display a positive attitude to your customers and peers, even during times of high stress.
Successful Candidates Will:
- Have a strong sense of self awareness
- Be adaptable
- Be highly analytical
- Be technically savvy with an ability to troubleshoot problems and issues
- Be organized
- Be collaborative
- Be able to prioritize with a sense of urgency
- Exercise good judgement and decision making at work
- Welcome feedback and have a professional approach to implementing it
Starting Monthly Salary: $6,500.00
Additional Benefits:
- Defined Retirement Benefit Plan
- Optional 401(k) and 457 accounts
- Medical Insurance
- Optional Benefits such as dental, vision, life insurance, and flexible spending accounts
- 8 hours sick leave per month
- 8 hours vacation per month with potential to earn more with longevity
- Paid holiday time off
- Additional PTO earning opportunities
- EAP services
This competitive ERS salary and benefits package is valued at more than $8,384 / month.
In addition to the above compensation and benefits package, the hours of operation in the ERS Benefits Counseling department are currently 8:00 am – 5:00 pm Monday through Friday – this means no weekends or shift work (though this role will require some overtime).
ERS closes for 9 holidays throughout the year, including Thanksgiving Day and the day after, as well as Christmas Eve through the day after Christmas.
The ERS Benefit Counseling department is devoted to providing ongoing career learning and skill development, as well as supporting a positive work-life balance.
What You Will Do:
As a Digital Contact Solutions Analyst you will:
· Serve as an administrator for all contact center platforms such as Interactive Voice Response/Automated Call Distribution platforms, knowledge management system, Automated Quality Management, and workforce management which includes, but is not limited to:
· Setting up and maintaining access for new users and troubleshooting and resolving platform issues as they arise.
· Actively engaging with all contact center platforms to ensure all platforms are being utilized efficiently, to their full potential, and maximizing the effectiveness of the technology
· Analyzing and implementing all contact center platform options and features on an ongoing basis to ensure all platforms are being utilized efficiently and to their full potential
· Managing operational tasks of various complexity including running, analyzing, developing and distributing reports to internal customers
· Research emerging contact center technologies and stays informed on industry trends to ensure alignment with industry best practices and innovative solutions
· Make recommendations and support the implementation and launch of any new features, upgrades, or updates, including but not limited to:
· Designing strategies to mitigate or avoid risks or difficulties associated with approved projects
· Analyzing and updating existing procedures as applicable.
· Managing project lifecycle to ensure quality of deliverables within scope and target deadlines
· Developing resources and training for end users
· Support Workforce Management Analyst with design and modifications to IVR/ACD functionality
· Support Benefits Counseling as liaison between ERS and contact center platform vendors – supporting outage management and other tech support needs of Customer Benefits staff as applicable to all contact center platforms
· Identify opportunities to improve business processes through automation and help prepare proposals to develop new systems including but not limited to:
· Developing proposals and recommendations for enhancement
· Analyze, document, and test business processes and procedures to ensure efficiency and effectiveness
· Consult on the analysis of applications, troubleshoot system problems, and implements solutions, including but not limited to:
· Collaborating with stakeholders to identify and document business needs, recommend, and develop solutions
· Identifying and mitigating risk associated with any features or solutions
· Evaluating and disseminating information of varying complexity, analyzing and validating data, and translating information for target audience
· Assist with strategic planning, testing coordination, communication of project updates to the department, and support of training initiatives for new platform implementations
Required Minimum Qualifications: Your application for employment must reflect how you meet each of the following minimum qualifications:
1. Graduation from an accredited four-year college or university. Qualifying experience beyond the minimum required may substitute for education.
2. Two (2) years’ business experience analyzing, gathering and documenting processes or procedures including but not limited to identifying trends/issues, recommending updates or solutions, writing procedures, policy documents, or manuals, and/or training end users.
3. Two (2) years’ business experience analyzing and evaluating systems, technology applications, data, specifications, policies, or issues, and/or developing workable solutions within available technology platforms.
4. Two (2) years’ experience assisting with transforming data and user requirements into functional requirements, recommending workable solutions, and/or presenting findings/information to target audiences.
5. Two (2) years’ experience with Microsoft Excel.
6. Two (2) years’ experience managing multiple projects, including prioritizing tasks, meeting deadlines, and/or tracking progress.
Preferred Qualifications: Your application for employment should reflect how you meet the following preferred qualifications:
1. Degree in business management, business administration, project management, data analysis or communications.
2. Experience in a contact center or customer service environment.
3. Experience with Microsoft Excel functions at an intermediate skill level (e.g. pivot tables, moderately complex MS Excel formulas, etc.).
4. Experience with SQL or Tableau.
5. Data and/or systems analysis experience with NICE platforms and/or other contact center technology platforms (e.g., Avaya)
6. Experience with project (UAT) testing and project timelines.
Additional Information:
· Selected candidates may be required to complete a skills assessment to evaluate proficiency.
PLEASE NOTE: All submissions should contain complete job history entries, which includes job title, dates of employment, name of employer, and a description of duties performed as related to the position you are applying for. Resumes lacking sufficient detail, such as a summary of experience in lieu of progression of work history may not meet minimum qualifications.
Other Information: In accordance with state law, authorization for telework may not be awarded to an employee as a condition of hiring. As an agency process, new employees complete a 30 day fully onsite period before evaluation for a telework agreement. Some overtime is required.This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to [email protected]. Please note: Internal applicants in the same salary group and classification as the posted position are eligible to receive an increase in salary where applicable up to the posted maximum.
Military Occupational Specialty Codes:
Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at [email protected] with questions or for additional information.
How to Apply: Ready to join the dedicated, customer-focused team at ERS? Submit the following to the ERS Human Resources Office:
A State of Texas Application for Employment submitted online through CAPPS Candidate Gateway.
· Use the link below to create a CAPPS Candidate Gateway account and build your profile.
https://erphcmprd.cpa.texas.gov/psc/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant&SiteId=327&
Applications submitted through Work in Texas:
If you apply for an ERS position via Work in Texas https://www.workintexas.com/vosnet/Default.aspx, you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Candidate Gateway.
Please contact a Human Resources representative if you need assistance or require accommodation during the application process.
Email: [email protected]
Web: www.ers.texas.gov
Relay Texas TDD: (800) 735-2989
LinkedIn: https://www.linkedin.com/company/employees-retirement-system-of-texas/
Pay: $6,500.00 per month
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
