TRC Service Supervisor

Overview

Job Posting Title TRC Service Supervisor

Agency 695 OKLAHOMA TAX COMMISSION

Supervisory Organization

Job Posting End Date Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time Full time

Job Type Regular

Compensation

Job Description

TRC Service Supervisor

Salary - $81,000

TRANSPARENCY.FAIRNESS.COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• 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.

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.

• 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…