Office Supervisor 10 (2 Positions)

State of Michigan•Dimondale, MI

9d•Hybrid

About The Position

This employee supervises the Collection Information Services Unit (CISU) within the Collections Services Bureau (CSB) and is responsible for hiring, training, and supervising staff within this unit as well as prioritizing, coordinating, and monitoring activities of the unit. Activities of the unit include call center, monitoring of various work item queues including review for legal actions, installment agreement, and other various types of account maintenance. This position is responsible for monitoring taxpayer communication volumes such as calls and emails, assigning work tasks, maintaining employee quality assurance and making recommendations for changes to business practices based upon observations of the work performed within the unit. This position obtains and analyzes statistical reports and works closely with the Program Support Unit to maintain collection standards. The CISU unit is located in the Central Office of the Collections Services Bureau. The purpose of the Collections Services Bureau is to collect unpaid tax or state agency referred liabilities.

Requirements

Completion of high school
Four years of office experience involving administrative support office practices
Two years equivalent to an E7-level administrative support worker
Work must be performed in the state of Michigan
Selected candidate must have a secure, safe and appropriate designated workspace that allows privacy and prevents distractions while performing the duties of this position
Selected candidate must have secure and sufficient internet access of commercial cable or wireless broadband with minimum speeds of 25 Mbps download and 5 Mbps upload
Must pass a fingerprint-based background check per IRS Publication 1075

Nice To Haves

Cover letter and detailed resume attached to application

Responsibilities

Hiring, training, and supervising staff within the unit
Prioritizing, coordinating, and monitoring activities of the unit
Monitoring taxpayer communication volumes such as calls and emails
Assigning work tasks
Maintaining employee quality assurance
Making recommendations for changes to business practices based upon observations of the work performed within the unit
Obtaining and analyzing statistical reports
Working closely with the Program Support Unit to maintain collection standards