POSITION DESCRIPTION

Transcription

1 State of Michigan Civil Service Commission Capitol Commons Center, P.O. Box Lansing, MI Position Code 1. OFFCSPV2B72 POSITIO DESCRIPTIO This position description serves as the official classification document of record for this position. Please complete the information as accurately as you can as the position description is used to determine the proper classification of the position. 2. Employee's ame (Last, First, M.I.) 8. Department/Agency TREASURY CETRAL PAYROLL 3. Employee Identification umber 9. Bureau (Institution, Board, or Commission) Tax Processing 4. Civil Service Position Code Description 10. Division OFFICE SUPERVISOR-2 Business Taxes 5. Working Title (What the agency calls the position) 11. Section Supervisor Registration 6. ame and Position Code Description of Direct Supervisor 12. Unit KELLY, MICHAEL F; DEPARTMETAL MAAGER-2 7. ame and Position Code Description of Second Level Supervisor 13. Work Location (City and Address)/Hours of Work KELLY, MICHAEL F; STATE ADMIISTRATIVE MAAGER Operations Center, Dimondale, Mi / Monday - Friday 8:00 am to 5:00 pm 14. General Summary of Function/Purpose of Position Responsible for coordinating, maintaining and supervising the activities of the Registration Section to ensure that accurate information is released to the public while maintaining excellent working relationships with other Treasury divisions, state agencies, and taxpayers. The primary function is to supervisor the timely and accurate processing of customer contacts through phone calls, correspondence, Michigan Treasury Online (MTO), s and faxes for Business Registrations, Electronic Funds Transfers and Tax Clearance requests. The supervisor is responsible for implementing changes in the work processes and ensuring that the quality assurance guidelines are followed. While performing these duties, the position is responsible for promoting and maintaining an environment conducive to continuous quality improvement and for encouraging ideas, input, respect and teamwork.

2 15. Please describe the assigned duties, percent of time spent performing each duty, and what is done to complete each duty. List the duties from most important to least important. The total percentage of all duties performed must equal 100 percent. Duty 1 General Summary: Percentage: 55 Responsible for the immediate supervision of the Registration Section. Direct supervision of 7 to 10 Treasury Customer Service Representatives (CSRs) who handle telephone calls, MTO registration and process Registration documents with complex error conditions in order to create accurate tax liabilities for business taxpayers and their representatives. Schedules staff work hours and assigns work. Approves daily usage of annual and sick leave. Monitors CCPulse for Registration Section and ensures telephone coverage is being maintained by CSRs, reassigns staff as needed to balance backlogs and workloads of all incoming customer contacts which include telephone inquiries, written correspondence, s, MTO and faxes. Identifies staff development and ensures proper training is obtained. Evaluates employee performance through formal written Performance Management evaluations for probationary staff and call evaluation and coaching as needed with monthly deadlines for non-probationary staff. Outlines, assigns and coordinates the performance of tasks in the Contact Center and makes recommendations for staff improvements as necessary. Interviews, selects and assigns staff. Conducts monthly unit/staff meetings. Reviews employee work assignments and/or work techniques and answers questions on complex issues. Reviews written responses prepared by staff members to taxpayers for accuracy, style and consistency. Ensures staff adheres to established internal controls. Reviews outgoing correspondence related to Tax Clearance memos and certificates. Duty 2 General Summary: Percentage: 25 Responsible for coordinating and maintaining control over activities of the Registration Section. Keeps team informed of changes in laws, rules, procedures, other divisions activities, system changes, team performance and other information. Serves as liaison to other internal and external units to resolve customer specific issues. Develops and maintains an in-depth knowledge of applicable legislation, laws, Treasury Administrative Bulletins, forms, departmental policies and procedures Compiles and presents operations data to management. Attends and participates in internal/external meetings to help develop process improvements for the unit and to stay abreast of new developments affecting the unit. Plans and conducts in-service training activities for subordinate employees. Participates in counseling and disciplinary actions as necessary. Responsible for maintaining favorable public relations. Promotes a positive work environment and cohesion within work areas in the unit for all staff.

3 Duty 3 General Summary: Percentage: 15 Determine tax clearance requests are justified based on the tax return, filing history, status of assessments and other documentation received from taxpayers. Responsible for final approval of tax clearance requests. Must determine if the correct amount of penalty and interest is being or has been assessed based on the facts and circumstances of each situation. Review and approve tax clearance documentation by determining if all tax obligations have been met prior to the sale or discontinuance of a business. Review applications for compliance with filing frequency, payment amounts and account history. Ensure that the assessment, penalty and interest amounts are correct prior to processing the application for clearance. Duty 4 General Summary: Percentage: 5 Responsible for assisting with special projects and other tasks as needed. Performs other duties as assigned by Manager, Assistant Administrator and Administrator. Other duties as assigned. Assist with special projects. 16. Describe the types of decisions made independently in this position and tell who or what is affected by those decisions. Daily staffing, assignments and priorities of backlogs. Leave request approvals. Special handling needs for problems encountered by taxpayers. Propose enhancements to improve the Registration, Electronic Funds Transfers and Tax Clearance processes. Reviews procedures and metrics in CRM, IWD and determines need for revision of stated criteria. 17. Describe the types of decisions that require the supervisor's review. Long term changes in policies and/or work priorities. Recommendations for permanent policy or procedural changes and overtime. Personnel problems resulting in written reprimands, suspension or discharge of an employee. 18. What kind of physical effort is used to perform this job? What environmental conditions in this position physically exposed to on the job? Indicate the amount of time and intensity of each activity and condition. Refer to instructions. This position is conducted in a standard office environment. The individual must work at a desk for long periods of time; some repetitive motion tasks such as standing and continuous sitting are required. The job requires use of a telephone and extensive use of a personal computer. Occasional stress due to meeting urgent and competing deadlines and addressing performance and behavior concerns with staff. 19. List the names and position code descriptions of each classified employee whom this position immediately supervises or oversees on a fulltime, on-going basis. AME CLASS TITLE AME CLASS TITLE VACAT TREASURY CUST SRV REP- E Additional Subordinates

4 20. This position's responsibilities for the above-listed employees includes the following (check as many as apply): Complete and sign service ratings. Assign work. Provide formal written counseling. Approve leave requests. Approve work. Review work. Approve time and attendance. Provide guidance on work methods. Orally reprimand. Train employees in the work. 22. Do you agree with the responses for items 1 through 20? If not, which items do you disagree with and why? Yes. 23. What are the essential functions of this position? Responsible for coordinating, maintaining and supervising the activities of the Registration Unit to ensure that accurate information is released to the public while maintaining excellent working relationships with other Treasury divisions, other state agencies, and taxpayers. The primary function is to supervisor the timely and accurate processing of customer contacts through phone calls, correspondence, s and faxes for Business Registrations, Electronic Funds Transfers and Tax Clearance requests. The supervisor is responsible for implementing changes in the work processes and ensuring that the quality assurance guidelines are followed. While performing these duties, the position is responsible for promoting and maintaining an environment conducive to continuous quality improvement and for encouraging ideas, input, respect and teamwork. Includes all requirements listed in Section 18 of this PD. 24. Indicate specifically how the position's duties and responsibilities have changed since the position was last reviewed. The addition of the newly upgraded MTO (Michigan Treasury Online) for Michigan businesses to register or make changes to their business information online. This unit is now housed in the Business Taxes Division. 25. What is the function of the work area and how does this position fit into that function? The function of the work area is to process applications for Michigan taxes for business taxpayers and to provide information and answers to taxpayer inquiries. This position is the supervisor of the work area. 26. What are the minimum education and experience qualifications needed to perform the essential functions of this position. EDUCATIO: Education typically acquired through completion of high school. EXPERIECE: Four years of office experience involving administrative support office practices, including two years equivalent to an E7- level administrative support worker. Desirable: Two years of administrative support experience in work involving Michigan business taxes and Registration processes. KOWLEDGE, SKILLS, AD ABILITIES: Ability to effectively communicate with the public, analyze problems, provide solutions, and motivate subordinate employees. CERTIFICATES, LICESES, REGISTRATIOS: one. OTE: Civil Service approval does not constitute agreement with or acceptance of the desired qualifications of this position. I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Supervisor TO BE FILLED OUT BY APPOITIG AUTHORITY Indicate any exceptions or additions to the statements of employee or supervisors.

5 one I certify that the entries on these pages are accurate and complete. SOYA CARTER Appointing Authority 3/21/2018 I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Employee