State of Oklahoma
Taxpayer Resource Center Service Supervisor
State of Oklahoma, Oklahoma City, Oklahoma, United States, 73116
Salary – $68,000.00
Benefits
Generous state‑paid benefit allowance to help cover insurance premiums.
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.
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.
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.
Conduct performance reviews, set team goals, and track individual employee performance metrics.
Ensure that all team activities comply with relevant tax laws, data security regulations, and call center policies.
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.
Provide regular reports on 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.
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.
Location and Schedule 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. 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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Government Administration
#J-18808-Ljbffr
Benefits
Generous state‑paid benefit allowance to help cover insurance premiums.
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.
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.
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.
Conduct performance reviews, set team goals, and track individual employee performance metrics.
Ensure that all team activities comply with relevant tax laws, data security regulations, and call center policies.
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.
Provide regular reports on 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.
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.
Location and Schedule 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. 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.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Government Administration
#J-18808-Ljbffr