Management Analyst
Washington, DC, United States
Job Description
POSITION SUMMARY
This position serves by providing a wide variety of research and strategic planning duties for the Office of Customer Engagement. The incumbent monitors and evaluates the department’s systems and programs, as well as designs, develops, and implements new or modified programs, systems, tools, protocols, procedures, and procedural manuals. All activities must support the District of Columbia Housing Authority’s (DCHA) strategic goals and objectives and produce the results that accomplish the goals of the Office of Property Management Operations.
ESSENTIAL & RESPONSIBILITIES
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
Monitors and evaluates administrative operations, workflow, and special activities for efficiency, effectiveness and compliance with policies and procedures;
Conducts quantitative and qualitative research, such as surveys, focus group and in-depth interviews to assess the agency’s operations and processes. This includes facilitator’s guide and questionnaire development, serving as the interview facilitator, interview transcription and survey results analysis, and preparation of the reports summarizing the results, findings, conclusions, and recommendations;
Identifies, gathers, and analyzes data generated and collected by various departments across the agency as well as customer data and historical records relevant to communications and customer service;
Analyzes and evaluates the effectiveness and efficiency of the agency’s programs, systems, processes, and protocols in the area of communications and customer service;
Researches best industry and business practices for application to the agency’s programs, systems, processes, and protocols in the area of communications and customer service;
Designs and develops new or modified communications and customer service programs, systems, tools, protocols, and procedures;
Coordinates and oversees testing and implementation of the new or modified communications and customer service programs, systems, and tools;
Prepares procedural manuals and coordinates employee training in the new or modified communications and customer service programs, systems, tools, protocols, and procedures. This includes but is not limited to instructions how to use new computer interfaces, communicate with staff across the agency using new systems, and utilize the tools to improve customer service;
Prepares marketing materials promoting and educating DCHA clients and employees about the new or modified communications and customer service tools;
Performs other related duties as assigned.
Job Requirements
EDUCATION & EXPERIENCE
Bachelor’s degree from an accredited college or university in Business Administration or other related field; and at least (5) five years’ related experience; or other equivalent combination of education and experience which meet the minimum qualifications requirement may be substituted.
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