Job Description
Description
This role is based on site in Fort Myers. The salary range for this position is $50,856.00 - $71,219.20 per year, with starting salary dependent upon experience, qualifications, and relevant background.
The Performance & Innovation Analyst is responsible for providing critical analysis and evaluation of processes to support maximum efficiency and quality assurance across the agency. This position will use research ability, data analysis, and innovation to identify and build on areas of improvement ensuring a consistent customer experience that meets or exceeds established benchmarks and aligns with departmental strategy for process improvement and organizational sustainability.
Main Responsibilities
Works collaboratively with all business units to effectively gather information on current processes and functions.
Creates and updates procedures for Customer Service business processes by ensuring procedures are complete, accurate, and maintained.
Analyzes opportunities for improving efficiency.
Compiles information for critical data analysis and identifying solutions. This may include working under tight deadlines.
Identifies trends and areas for improvement by comparison analysis.
Assists in developing standardization across processes and functions to ensure consistency.
Researches effective operating practices using a variety of methods, including soliciting feedback from other tax collector offices, government agencies, private sector, and employee focus groups, and through conducting Best Practice meetings.
Maintains positive communication with co-workers, managers, directors, and employees; provides status update reports as needed.
Provides process improvement analysis, support and recommendations to the Performance & Innovation Director and Chief Customer Service Operations Officer.
Remains up to date on up to date on policies, procedures, bulletins, applicable laws and legislation, professional literature, and agency updates.
Maintains specialized skills, knowledge and abilities required to perform the essential functions of the role.
Ensures the standard of quality work output to prevent errors and flaws in our processes.
Reviews and audits work prior to sending to other government agencies.
Performs other duties as directed.
Requirements
Job Requirements
Bachelor’s degree in Business, Computer Science, or related field supplemented by at least 3 years’ process analysis experience; or an equivalent combination of education, certification, training, and/or experience.
Eligible to access confidential data and records within all state systems.
Extensive knowledge of state processes and procedures preferred.
Excellent analytical and problem-solving skills.
Knowledge of process improvement methods and tools
Proven ability to prioritize, execute tasks and collaborate effectively.
Excellent written and verbal communication skills, strong technical skills and computer competence.
FLSA Status Description
Work is performed independently under limited supervision with considerable latitude. Position typically requires processing and interpreting complex, less clearly defined issues.
Work Conditions
Physical Ability
: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and material of medium to heavy weight (20-50 lbs.). Tasks may involve extended periods of time at a keyboard or workstation.
Sensory Requirements
: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing.
Environmental Factors
: Essential functions are regularly performed without exposure to adverse environmental conditions.
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