Call Center Supervisor-Taxpayer Resources Center
Salary- $68,000.00
Why you’ll love it here!
TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our
About Us page to learn why we are passionate about tax compliance and believe it is the career for you!
Benefits
There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:
- Generous state-paid benefit allowance to help cover insurance premiums.
- A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
- Flexible spending accounts for health care expenses and/or dependent care.
- A Retirement Savings Plan with a generous match.
- 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
- 11 paid holidays a year.
- Paid Maternity leave for eligible employees.
- Employee discounts with a variety of companies and venders.
- A Longevity Bonus for years of service.
GENERAL FUNCTION
The
Call Center Supervisor manages the day-to-day functions and performance of the phone representatives within the Taxpayer Resource Center. Responsibilities include but are not limited to management of metrics (KPI), coaching and development conversations, troubleshooting and resolution of taxpayer escalations, as well as address and manage performance of direct reports.
At the Taxpayer Resource Center, we serve as the subject matter experts regarding Oklahoma tax laws. The
Call Center Supervisor will display elite professionalism in all circumstances when working with direct reports, peers, upper management, and other state divisions. Daily contact involves written and oral communication with taxpayers and other agency staff.
Typical Functions
This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills.
- Coach, develop, and manage TRC employees
- Consistently review performance of staff to ensure accuracy and consistency
- Ensure adherence to agency policies and procedures
- Establishes standards for work performance and lead by example
- Assist staff and taxpayers on escalated and/or complex issues
- Collaborate with TRC leadership on process improvement and innovation
- Lead with high integrity, consistently promoting a positive team atmosphere
- Establish and maintain effective working relationships with others
- Plan and facilitate a regular cadence of both team and one on one meetings with direct reports
- Work closely with division trainer to ensure employees are progressing well in their training development; proactively look for training opportunities
- Supports the division with other duties as assigned
Complexity Of Knowledge, Skills, And Abilities
Strengths you will bring:
- Strong computer skills
- Unparalleled customer service and interpersonal skills
- Friendly and customer-focused attitude in every situation
- Ability to learn quickly and embrace change
- Hard-working, articulate and detail-oriented
- Comfortable multi-tasking in a high-energy environment
- Actively listen and anticipate customer needs
- Strong problem-solving skills
- Exercise independent judgment and provide prompt service
- Establish and maintain effective working relationships with others
- Dedication to enhancing company culture
Qualifications
- A bachelor’s degree in business, communications, public administration, or related field or a combination of education and relevant experience
- Minimum 2 years management experience preferred
- Minimum 5 years of customer service experience
- Previous tax knowledge a plus
PREFERENCE STATEMENT
Preference may be given to applicants who are proficient with Microsoft Office Suite, including Excel, Outlook, Word, PowerPoint and Teams.
Special Requirements
Core work hours for the Oklahoma Tax Commission are Monday through Friday, 7:30am to 4:30pm. This schedule may require minor flexibility based on the needs of the agency.
Telework may be required based on the needs of the agency, division, and section. If applicable, applicant must be willing and able to work
BOTH on-site and telework at an off-site location, generally in the applicant’s home. Applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
