Call Center Supervisor Section I (PUBLIC SERVICE ADMINISTRATOR OPT. 2)

State of Illinois•Springfield, IL

4d•$99,372 - $109,152•Onsite

About The Position

The Illinois Department of Revenue is hiring a Call Center Supervisor (Public Service Administrator Option 2) for one of its six sections in the Taxpayer Assistance Division in Springfield, IL. This position will be responsible for the supervision and evaluation of 10-14 staff members and will require technical expertise in Illinois Individual Income Tax, Business Income Tax, Withholding Tax, and Sales Tax, as well as excellent customer service skills. The successful applicant will be responsible for resolving elevated taxpayer inquiries, assisting staff with procedural inquiries, and providing statistical reports to the Division Manager on call center activities. This role offers steady hours and an exceptional benefits package, with opportunities for career and personal growth.

Requirements

Requires knowledge, skill, and mental development equivalent to four years of college with coursework in finance, accounting, or related field.
Requires prior experience equivalent to three years of progressively responsible administrative experience in accounting, finance, sales tax, income tax or tax law.

Nice To Haves

Three (3) years of experience working with current Illinois tax laws, rules and regulations or working in tax related field.
Three (3) years of experience exercising judgment and discretion in developing, implementing, and interpreting policies and procedures.
Three (3) years of experience analyzing tax returns and documents for accuracy and completeness.
Five (5) years of supervisory experience in staff development including establishing employee goals, evaluating employee performance, and serving discipline as needed.
Four (4) years of experience generating and analyzing reports on statistical or production data.
Four (4) years of experience evaluating program initiatives and determining staffing needs to meet area objectives.
Three (3) years of experience developing and administering a training program, e.g., creating visual presentations and associated materials.
Three (3) years of experience speaking to various groups conveying policy and procedures in a manner easily understood by diverse audiences.

Responsibilities

Under general direction, plans, manages and coordinates the activities of one of the six sections of the Taxpayer Assistance Call Center that serves state-wide taxpayers with tax inquiries relating to Sales & Use, Individual, Business and Withholding Income taxes.
Serves as full line supervisor.
Cultivates staff development.
Responds to complex tax inquiries, correspondence and communications with taxpayers.
Prepares and maintains division reports and advises Division Manager of any corrective actions.
Directs, coordinates and participates in a variety of special projects as instructed by the Division Manager.
Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.