Taxpayer Resource Center Service Supervisor

State of Oklahoma • OK

83d • $68,000

About The Position

The TRC Service Supervisor will lead and manage a team of Taxpayer Resource Center Representatives and Senior Representatives. This leadership role is responsible for overseeing daily operations, ensuring high-quality customer service, and driving team performance in delivering accurate and timely tax support. The supervisor will leverage in-depth technical expertise in tax legislation, strong leadership skills, exceptional problem-solving abilities, and advanced data analysis skills to guide the team in resolving complex tax issues. The ability to use data to tell a story, identify trends, and visualize key performance indicators will be critical in improving operations and decision-making. This position also involves performance management, training, coaching, and process improvement to ensure the call center meets its goals.

Requirements

• A bachelor's degree in accounting, finance, business administration, or a related field.
• 3 years of experience in a call center, customer service, or tax-related environment, with at least 2 years in a supervisory or leadership role.
• Proficient in CRM systems, tax software, and Microsoft Office (Excel, Word, Outlook).
• Strong analytical and problem-solving skills to handle complex tax issues and provide solutions to escalated cases.
• Strong interpersonal skills with the ability to communicate complex tax information clearly to customers and team members.
• High level of empathy, patience, and listening skills to manage sensitive customer interactions.
• Strong attention to detail in ensuring that all team activities, customer interactions, and documentation comply with tax laws and internal policies.
• Excellent time management and organizational skills, with the ability to prioritize and manage multiple responsibilities effectively.

Nice To Haves

• Master’s degree in accounting, finance, business administration or a related field.
• Experience with IRS tax systems or similar platforms is highly desirable.
• Bilingual proficiency in English and Spanish.

Responsibilities

• Supervise a team of Taxpayer Resource Center Representatives and Senior Representatives, ensuring that all team members provide exceptional service to taxpayers.
• Lead by example, providing guidance, feedback, and support to foster a positive and efficient work environment.
• Manage day-to-day call center operations, ensuring that call volume targets, service levels, and performance metrics are met.
• Continuously monitor team performance and implement strategies to maintain high productivity and quality.
• Provide advanced support for escalated tax inquiries and complex customer issues.
• Use in-depth technical tax knowledge and critical thinking to resolve difficult cases, ensuring customer satisfaction and compliance with tax regulations.
• Partner with the Learning and Development teams on creating training programs for new hires and ongoing skill development for current employees.
• Provide regular coaching sessions to ensure team members stay updated on changes to tax laws and policies and improve their customer service and technical skills.
• Conduct performance reviews, set team goals, and track individual employee performance metrics.
• Provide constructive feedback and performance improvement plans when necessary to ensure continuous improvement.
• Ensure that all team activities comply with relevant tax laws, data security regulations, and call center policies.
• Perform regular audits of team interactions, documentation, and case records to ensure accuracy and adherence to compliance standards.
• Identify opportunities for process improvements and efficiencies within the call center operations.
• Work with Process Manager and senior leadership to implement new tools, technologies, or workflows that will improve team performance and service delivery.
• Utilize data to track team performance, identify trends, and uncover areas for improvement.
• Use data analysis techniques to tell a story that highlights key findings, operational challenges, and successes.
• Create data visualizations (dashboards, reports) to present actionable insights in an easily digestible format to senior leadership and the team.
• Regularly analyze call center data to track team and individual performance against key metrics such as call resolution times, customer satisfaction, and service levels.
• Provide regular reports on these metrics to leadership and use data to drive informed decision-making and process optimization.
• Handle the most challenging customer escalations, using advanced de-escalation techniques to resolve conflicts and maintain a positive customer experience.
• Train team members on best practices for managing difficult situations.
• Work closely with other departments, including agency partners, Audit Teams, and IT, to resolve issues that require cross-departmental coordination.
• Communicate key updates regarding tax legislation and call center policies to the team.
• Foster a positive work culture by recognizing team achievements, promoting employee engagement, and maintaining high morale even in challenging situations.
• Organize team-building activities or events to support team cohesion.
• Perform other job 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