Taxpayer Resource Center Service Supervisor

Job Posting Title

Taxpayer Resource Center Service Supervisor

Agency

695 Oklahoma Tax Commission

Job Summary

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.

Duties and 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.

Complexity of Knowledge, Skills, and Abilities

Knowledge of

In-depth knowledge of tax laws, tax filing requirements, tax forms, and tax software.

Strong understanding of state and local tax regulations and the ability to guide a team in navigating complex tax issues.

Proficient in CRM systems, tax software, and Microsoft Office (Excel, Word, Outlook).

Experience using data to identify trends, track KPIs, and make informed decisions that drive operational improvements.

Skills in

Proven leadership experience in managing a call center or customer service team, including supervising, coaching, and mentoring staff.

Experience in conducting performance reviews and developing performance improvement plans.

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.

Ability to

Inspire and motivate a team to meet and exceed performance targets while maintaining high service levels.

Assess challenging customer interactions and implement appropriate resolution strategies.

Utilize advanced de-escalation techniques to manage and resolve high-stress situations with upset clients.

Coach team members on effective conflict resolution and ensure that customer concerns are addressed professionally.

Interpret data and translate complex information into actionable insights and narratives.

Present data in clear, visual formats (e.g., dashboards, charts) to communicate key performance indicators and insights to leadership.

Minimum Qualifications

A bachelor's degree in accounting, finance, business administration, or a related field;

Plus, 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;

OR an equivalent combination of education and experience.

Preferred Qualifications

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

Physical Demands

Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level.

Special Requirements

Travel may be required for this position. Applicants may need to have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma State Driver's License is also required. Willingness to work additional hours, including overtime, during peak periods of the tax season to meet deadlines and ensure timely completion of tasks. Oklahoma Tax Commission's normal work hours are Monday through Friday, 7 : 30am to 4 : 30pm. This schedule may require minor flexibility based on the needs of the agency. The primary work location will be on-site at the Oklahoma Tax Commission. Occasionally, telework may be requested based on the needs of the agency, division, and section. If applicable, applicant must be willing and able to work on-site with occasional telework at an off-site location, generally in the applicant's home. To work remotely, an applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

All offers of employment will be contingent upon successful completion of a fingerprint-based background check, reference check and federal and state tax compliance check.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.