Customer Information Center Supervisor supervises a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Configures the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Supervisor monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Supervisor reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Information Center Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Information Center Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Introduction
**POSITION REPOSTED PREVIOUS APPLICANTS NEED NOT REAPPLY* The Maryland Department of Commerce is seeking qualified applicants for the position of Accounting Supervisor reporting to the agency’s Director of Budget and Finance.
GRADE
18
LOCATION OF POSITION
The World Trade Center - 401 East Pratt Street, Baltimore, Maryland 21202
Main Purpose of Job
The primary duty is to perform managerial administrative staff work directing, coordinating, and overseeing the agency’s accounting operations.�
POSITION DUTIES
This position will administer, plan, organize, and supervise an accountant/fiscal staff that performs accounts payable, working fund, revenue reconciliations, journal entry adjustments, and banking services tasks; interpret, evaluate, and apply departmental policies, rules, and procedures; assist and train staff and program managers in accounting guidelines; and serve as liaison between the Office of Budget and Finance and agency units on accounting matters; oversee accurate and timely input of� financial data into the statewide FMIS including vendor payments, agency transfers, expenses, disbursements. Incumbent reviews accounting policies, analyzes regulations and procedures and makes recommendations to the Director; directs fiscal year-end closeout; verifies the accuracy of daily accounting transactions, including deposits, revenue posting, and expenses adjustments; coordinates with program-level accountants to resolve discrepancies; reconciles suspense accounts and errors reports; resolves with the State Treasurer’s Office deposit and/or wire transfer errors recorded in the agency's suspense accounts; devises forms and prepares accounting procedure manual for staff who post data and keep records; reviews audit reports defending agency’s policies and make adjustments as needed; and prepares reports to include credit applications from vendors. The selected candidate will possess accounting experience, knowledge of accounting principles, procedures, auditing standards and business administration and management practices; strong written, oral communications, interpersonal and organizational skills; ability to maintain effective working relationships, and handle multiple, concurrent and high priority tasks. Experience �in applying fiscal policies, interpreting and applying State and federal laws, polices, and regulations; knowledge and experience with FMIS; proficiency with Microsoft Office Suite ,Google mail and/or other relevant software.
MINIMUM QUALIFICATIONS
Education: A Bachelor's degree in Accounting from an accredited college or university, including or supplemented by three credit hours in auditing. Experience: Four years of experience examining, analyzing and interpreting accounting systems, records and reports by applying generally accepted accounting principles. Notes: 1. Candidates may substitute a Bachelor’s degree from an accredited college or university with thirty credit hours in Accounting and related courses, including or supplemented by three credit hours in auditing for the required education. 2. Applicants who have met the requirements for admission to the CPA examination prior to July 1, 1974 will be considered to have met the educational requirement referenced above. 3. Possession of a certificate as a Certified Public Accountant or a Master's degree in accounting from an accredited college or university may be substituted for one year of the required experience. 4. Applicants may substitute one year of professional auditing experience for one year of accounting experience. 5.�Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Accounting Officer�classification or Financial Management specialty codes in the Accounting field of work on a year-for-year basis for the required experience and education.��
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicants�who possess the following preferred qualification(s).�Include clear and specific information on your application regarding�your qualifications. �BA in Accounting from an accredited college or university. �Demonstrated knowledge and experience with Financial Management Information System (FMIS). � �Experience in directing fiscal year-end closeout of accounting records. �Two years supervisory experience.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
Some Statewide travel is required. Employees in this position may be assigned duties which require the operation of a motor vehicle. Employee assigned such duties will be required to possess a driver’s license valid in the State of Maryland.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date.�We will not consider information submitted after this date.� Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the�eligible (employment) list for at least one year. Please make sure you answer the supplemental questionnaire. � � �
EXAMINATION PROCESS
The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.�It is important that you provide complete and accurate information on your application.�Please report all experience and education that is related to this position.
BENEFITS
STATE OF MARYLAND BENEFITS �
FURTHER INSTRUCTIONS
If you have questions about this recruitment, please contact the Department of Commerce at 410-767-6300.�You may also visit our website at:�http://commerce.maryland.gov/commerce It is�highly preferred�that you apply online. Please attach a resume along with the supplemental questionnaire to your online application. �If you are unable to apply online, you may submit the State paper application, resume, and supplemental questionnaire (by closing date) to:�anna.halikias@maryland.gov� Maryland Department of Commerce - Office of Human Resources� ATTN: ACCOUNTING SUPERVISOR (#24-004551-0003)� The World Trade Center – 401 East Pratt Street, 10TH Floor� Baltimore, Maryland 21202��� As an E-Verify and Equal Opportunity Employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country and encourage them to apply. �TTY Users: call via Maryland Relay�1-800-735-2258
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