The Port Authority of New York & New Jersey Hiring for Data Analyst- Operations (TB&T) at New York, NY Full Time

“Port Authority does not sponsor. H1, EAD, C2C candidates will not work for this role, due to the nature of the business”

The TB&T Toll Systems and Revenue Management Group is looking for a Business Operations Analyst to join our team. The successful candidate will bring a thorough understanding of business analytics, front-end data reporting, and business intelligence tools to support actionable findings.

The selected candidate will report to the Supervisor, E-ZPass Customer Service.

The position is responsible for the following activities:

• Compile, validate, manage, and analyze NY E-ZPass Customer Service Center (CSC) back-office data and perform quantitative and qualitative data analysis and build various reports for the Toll Systems and Revenue Management Group, Senior and Executive Management.
• Work with contract staff and partner government agencies to evaluate call center performance through data and vendor engagement.
• Track and report on issues to resolution. Request and review root cause analysis reports.
• Maintain and expand the data visualizations in Power BI
• Analyze and present customer service center data in a monthly dashboard for Management.
• Identify concerns from the data and escalating to NYCSC and/or Supervisor.
• Manage user access to NYCSC related portals and Oracle.
• Track and validate vendor Service Level Agreements and calculate damages.
• Compile, review and validate monthly invoices and back-up documentation for accuracy.
• Track monthly spending/accruals and forecast vs budget.
• Assist with developing the annual unit budget.
• Develop financial estimates as needed when determining future change order requests or assessing damages.
• Research and provide timely responses to inquiries from Audit.
• Providing tag inventory forecasting, tracking and reviewing and approving tag orders.
• Conduct quality assurance checks on vendor compliance
• Develop, document, and maintain new/existing quality management processes. Conduct quality assurance checks on vendor compliance. Occasionally implement QA/QC plan. Share findings and escalate issues when identified.
• Prepare data for Account/Violation Write-offs.
• Recommend and participate in testing when new changes are put in the system to verify changes are working as expected.
• Test customer facing platforms to ensure working appropriately, if not escalating as appropriate.
• Review and provide feedback on QA/QC reports that vendors share for agency review.
• Work with colleagues in the unit to identify opportunities for improvement in customer service (call handling, CX platforms & communications) and where appropriate, drive those opportunities to completion.
• Other ad-hoc requests as required to support the business unit.
• Familiarity with multiple database types and reporting technologies is required.

Qualifications:

Candidates must present the following qualifications to be considered eligible for this position:

• Must possess a bachelor’s degree from an accredited college or university in Business Analysis, Finance, Computer Science, Statistics or a related field or 4+ years of relevant experience.
• Excellent English writing and verbal communication skills. Must be capable of drafting reports and management summaries.
• Able to work well in a team environment, handle multiple assignments and meet deadlines.
• Expert knowledge in Excel and PowerPoint.
• Experience creating Dashboards using various BI tools.

Desired:

Ideal candidates will present the following profile:

• Experience with MS Power Automate.
• Working knowledge of SQL, including SQL tuning and advanced SQL queries using Oracle.
• Experience in contract management, call centers, KPIs/SLAs
• Experience in Business Intelligence (BI).
• Knowledge of roadside toll collection and/or back-office customer service center operations.