Contact Center Supervisor

Title: Contact Center Supervisor

State Role Title:Gen Admin Supv II/Coord II

Hiring Range: Commensurate with experience

Pay Band: 5

Agency: Department of Taxation

Location:Westmoreland

Agency Website: Type: Agency Employee Only - A

Job Duties

The Virginia Department of Taxations Office of Customer and Taxpayer Services is looking for a Contact Center Business Tax Supervisor!

TheContact Center Business Tax Supervisorfunctions as a member of the Contact Center Leadership this role you will supervise the business team staff customer contact activities and workflowsensuring the unit activities align with the agency and units strategic plan. Our unit ensures that customer contacts are responded to accurately responsively and professionally with quality customer Supervisor position willbe responsible forcommunications staff development support of the agencys strategicobjectivesas well as the very important mission of supporting our taxpayers.

Youll have the independence to lead with your vision while working alongside a team that values innovation and results. Your work directly ensures businesses and individuals resolve tax liabilities through professional customer-focused service that upholds Virginia state laws and collection regulations.

Please note that only current Virginia Department of Taxation employees will be considered for this role.

Anticipated salary is up to $74000 commensurate with your experience.

This position is located at our Westmoreland facility located in Richmond Virginia.

This position has a hybrid schedule. Eligible employee will work the following schedule:

Telework:Monday and Friday

In Office:TuesdayThursday

Remote and hybrid roles require separate care arrangements for dependents to ensure full availability during work hours.

At Virginia Tax

We are dedicated resourceful individuals who strive to exceed our customers only do we serve the public we are the public. We are a part of a community that cares about and celebrates each other who promote opportunities for growth within a stable environment and support a healthy work-life balance.

What we do matters. So do you.




As a member of the Virginia Tax team you can expect additional benefits such as:

Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
12 Paid State holidayson top of vacation sick volunteer and personal leave!
Comprehensive and affordablehealth benefits.
Got student loans You may be eligible for thePublic Service Loan Forgiveness program.
Participation in the Virginia Retirement SystemVA 457 Deferred Comp andmore.

Minimum Qualifications

Tax Expertise: General knowledge of Virginia taxes tax returns schedules rules and regulations

Proven Leadership in High-Volume Environments: Supervisory experience managing collections operations sales teams tax debt recovery and/or call center environments with measurable performance outcomes

Organizational skills: ability to coordinate multiple tasks and prioritize them effectively

Strategic Communication: Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership staff at all levels external stakeholders taxpayers and business owners. Experience preparing reports presentations and policy documentation.

Technical Proficiency: Advanced proficiency with Microsoft Office Suite (Word Excel PowerPoint) including data analysis reporting dashboards and executive presentations.

Additional Considerations

Customer Service Excellence: Proven track record of delivering high-quality professional customer service in high-pressure situations. Ability to engage effectively with members of the public including difficult conversations with delinquent taxpayers while maintaining empathy and professionalism.

Analytical and Quality Management: Experience conducting quality assurance reviews analyzing performance metrics identifying trends and implementing process improvements to enhance accuracy and efficiency

People Development Skills: Demonstrated success providing direct training mentorship coaching and professional development to staff members across different experience levels and learning styles. Ability to build capability while maintaining accountability

Business Tax Experience: General knowledge of Virginia business taxes sales tax withholding Corp/PTE schedules rules and regulations

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

Consideration for an interview is based solely on the information within the application.

All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws rules and regulations.

Virginia Tax participates in E-Verify.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history tax compliance and DMV driving record (if applicable) checks.

The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.

Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race sex color national or ethnic origin religion genetics age veteran status political affiliation or disability. Reasonable accommodations are available to applicants with disabilities if requested during the application and/or interview process. If accommodations are needed please contact Human Resources at .

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability use this link:Career Pathwaysfor Individuals with Disabilities or call DARS at or DBVI at .

Contact Information

Name: Virginia Tax Talent Acquisition Team

Phone:

Email: