Call Center Manager

About the role

The CLIENT is hiring a lead with Program Management experience over a Call Center and its Representatives. Incumbents assist in the development of the Call Center Program, the management of tasks for call center reps who triage calls and assist taxpayers who may be struggling with the Department’s modernization.

Responsibilities

• Manage the daily task of the Outreach Team.
• Report directly to the Enterprise Project Manager (EPM) and make recommendations for program initiatives and needs, as well as progress and the completion of activities.
• Develop Action Plans for initiatives.
• Aid the Outreach Team with day-to-day activities and ensure they are hitting team goals.
• Assist Taxpayers with login information and navigation on Tax websites.
• Understand the difference between tax types.
• Know how to help taxpayers navigate to key areas of the Taxation sites.
• Be respectful and kind to the taxpayers.
• Able to work through tough calls with complicated and frustrated taxpayers.
• Assist taxpayers with the transition to the new and modern Taxation system.
• Attend trainings for the Modernization System.

Qualifications

• Program and team leadership experience (2+ yrs).
• Call center operations management (2+ yrs).
• Staff training, coaching, and performance management (2+ yrs).

Skills

• Call Center.
• Customer Service.
• Multitask.
• Program and project coordination.
• Strong customer service and conflict resolution skills.
• Microsoft Office proficiency (especially Outlook).
• Experience tracking metrics and preparing reports.
• Knowledge of taxpayer/customer support processes.
• Ability to escalate and route complex cases appropriately.

Benefits

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.