ANALYST II
- State of California Office of the Controller
- Hybrid
- $6,031 - $7,547 monthly
Job Description
Duties Performed:
- Act as a lead on special projects and other assignments provided by the Section and/or Bureau Chief, such as providing guidance and support to staff performing data collection, research, and policy analysis on behalf of the Section.
- Function as the Unclaimed Property Division’s (UPD) liaison for all Call Center telephone activity data, including call volume and reports. Monitor telephone activity using reports generated by the Call Center Automated Call Distribution (ACD) system. Provide Bureau Specialist with relative data to perform complex program evaluations and efficiency studies regarding current methods of operations. Develop and update Call Center scripts and possible cost saving automation within the R&PR Unit.
- Provide statistical information derived from Call Center activity data and reports that assist management in identifying specific staff training needs. Collect and analyze complex data from various reports and make recommendations from findings.
- Develop, maintain, and provide reports identifying the Call Center telephone activities to management on a daily, weekly and monthly basis. Participate in meetings with various entities to enhance the improvement of the R&PR Unit telephone system. Work directly with the Unit Supervisor in the R&PR to develop recommended solutions and make recommendations for continuous improvement. Present findings to management orally and/or in writing, either in presentations, discussions, status reports and/or written reports, such as Call Center scripts, research, project, and procedure updates, system changes and training tools.
- Perform detailed research and analysis of the ACD system reports developed to track call volume and trends and take appropriate follow up action independently. Develop and maintain management tracking spreadsheets or databases to monitor call trends and production and provide feedback for training purposes.
- Represent the Public Response Section in a variety of meetings and participate in training, work groups and/or task force. Provide sensitive and detailed program information to department officials, employees and claimants regarding the Unclaimed Property Program, procedures and policies. Work with staff in other Divisional Units. Performs other related duties, special assignments, and projects as required to fulfill the mission, goals, and objectives of the UPD.
- Develop clear and concise issue papers and requests for upper management decisions related to the R&PR Unit processes, policies and procedures as needed.
- Act as back up to other R&PR analysts as well as the Unit’s Supervisor I in the supervisor’s absence and provide input to the Unit Supervisor on employees’ work performance.
As the chief fiscal officer of California, the fourth largest economy in the world, the Controller’s office is responsible for the accountability and disbursement of the state’s financial resources. The Controller independently audits government agencies that spend state funds and administers the payroll system for state government employees and California State University employees. The Controller also safeguards many types of property until claimed by the rightful owners. The Controller serves on 70 boards and commissions with authority affecting policies ranging from land management, affordable housing, and alternative transportation to crime victim compensation and health and educational facilities. They are a member of numerous financing authorities, fiscal and financial oversight entities including the Franchise Tax Board and Board of Equalization. They also serve on the boards of the nation's two largest public pension funds. The Controller is one of eight statewide constitutional officials who are elected every four years in California.