Taxpayer Resource Center Service Manager

State of Oklahoma • OK

95d • $85,000

About The Position

The TRC Service Manager leads and oversees the operations of a customer service-oriented team dedicated to serving taxpayers effectively and efficiently. This position is responsible for developing strategies to enhance customer service delivery, analyzing operational performance, and cultivating future leaders within the organization. The Manager is responsible for ensuring compliance with state and local tax regulations while fostering a culture of continuous improvement, collaboration, and excellence.

Requirements

• A bachelor’s degree in business administration, public administration, accounting, finance, or a related field is required.
• A minimum of 5 years of experience in customer service, tax administration, or a related field, with at least 3 years in a managerial role leading diverse teams and driving organizational change.

Nice To Haves

• Bilingual proficiency in English and Spanish.

Responsibilities

• Develop and implement strategies to optimize customer service operations and ensure alignment with agency goals.
• Identify and address key challenges in service delivery, utilizing data-driven insights to improve processes and outcomes.
• Set performance benchmarks and create actionable plans to achieve and exceed targets.
• Lead a team of supervisors and staff, providing guidance, mentorship, and support to foster professional growth and development.
• Conduct regular performance evaluations, offering constructive feedback and setting development goals.
• Champion a culture of exceptional customer service by ensuring that taxpayers receive accurate, timely, and empathetic support.
• Handle escalated customer issues, using advanced problem-solving and de-escalation techniques to resolve conflicts effectively.
• Analyze operational data to identify trends, evaluate team performance, and uncover opportunities for improvement.
• Generate reports and dashboards to monitor key performance indicators (KPIs) and share insights with leadership.
• Utilize predictive analytics to anticipate taxpayer needs and plan resource allocation accordingly.
• Ensure all team activities adhere to state and local tax laws, data security protocols, and organizational policies.
• Conduct periodic audits of team operations to identify compliance gaps and implement corrective actions.
• Develop and maintain contingency plans to mitigate risks in customer service operations.
• Drive continuous improvement initiatives to streamline workflows, reduce taxpayer waiting times, and enhance service quality.
• Collaborate with cross-functional teams, including other divisions and agencies, to implement new tools, technologies, or workflows that improve team performance and service delivery.
• Evaluate taxpayer feedback to identify opportunities for process refinement and innovation.
• Serve as a liaison between the customer service team and other divisions within the agency.
• Communicate updates on tax legislation, policy changes, and organizational goals to the team.
• Represent the department in meetings, workshops, and conferences as needed.
• Perform other duties as assigned.

Benefits

• 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 vendors.
• A Longevity Bonus for years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree