Contact Center Supervisor

Virginia Information Technologies Agency•Richmond, VA

2d•Hybrid

About The Position

The Virginia Department of Taxation's Office of Customer and Taxpayer Services is looking for a Contact Center Business Tax Supervisor. The Contact Center Business Tax Supervisor functions as a member of the Contact Center Leadership Team. In this role, you will supervise the business team staff, customer contact activities and workflows ensuring the unit activities align with the agency and unit’s strategic plan. Our unit ensures that customer contacts are responded to accurately, responsively, and professionally with quality customer service. The Supervisor position will be responsible for communications, staff development, support of the agency’s strategic objectives as well as the very important mission of supporting our taxpayers. You'll have the independence to lead with your vision while working alongside a team that values innovation and results. Your work directly ensures businesses and individuals resolve tax liabilities through professional, customer-focused service that upholds Virginia state laws and collection regulations.

Requirements

General knowledge of Virginia taxes, tax returns, schedules, rules and regulations
Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes
Ability to coordinate multiple tasks and prioritize them effectively
Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership, staff at all levels, external stakeholders, taxpayers, and business owners.
Experience preparing reports, presentations, and policy documentation.
Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) including data analysis, reporting dashboards, and executive presentations.
Proven track record of delivering high-quality, professional customer service in high-pressure situations.
Ability to engage effectively with members of the public, including difficult conversations with delinquent taxpayers, while maintaining empathy and professionalism.
Demonstrated success providing direct training, mentorship, coaching, and professional development to staff members across different experience levels and learning styles.
Ability to build capability while maintaining accountability.
General knowledge of Virginia business taxes, sales tax, withholding, Corp/PTE, schedules, rules and regulations.

Responsibilities

Supervise the business team staff, customer contact activities and workflows ensuring the unit activities align with the agency and unit’s strategic plan.
Ensure customer contacts are responded to accurately, responsively, and professionally with quality customer service.
Responsible for communications, staff development, and support of the agency’s strategic objectives.
Support the mission of supporting taxpayers.
Conduct quality assurance reviews, analyze performance metrics, identify trends, and implement process improvements to enhance accuracy and efficiency.
Provide direct training, mentorship, coaching, and professional development to staff members.