The Department of Taxation 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. The selected candidate will manage the Outreach Team, train and guide them in the programs developed and ensure that the Department’s efforts are focused on getting messaging out to Taxpayers to ensure their acceptance of the new systems. The management of this program will require the incumbent to shift focus quickly, as the changing landscape for taxpayers, resulting from the modernization shifts by tax periods. This Division is about outreach and initiating conversation with taxpayers, where the Department’s Call Center is for taxpayers to call in. The Outreach Team specializes in special programs, initiatives, and campaigns aimed at bringing the taxpayer into the new modernized software seamlessly. Although this position is for the Outreach Team, understanding the intricacies and program of a call center is critical. The call center’s function in general is to answer phone calls from taxpayers requesting assistance or guidance regarding their accounts or to answer general questions. Detailed tax questions are answered by Department Tax Examiners. The main purpose of the Tax Examiner is to answer these questions quickly and accurately or determine who may best answer the question and process the call as trained. There is a broad range of areas that the sales/use tax examiners are required to be knowledgeable in. Included areas, but not limited to, sales and or use tax questions, modified business tax, Commerce Tax and to have basic knowledge of Excise tax types. The Outreach Team works similarly, but explicitly reaches out to taxpayers for specific knowledge transfer campaigns. The Outreach Team Lead will be responsible for developing these campaigns, training the Outreach Team on the execution of the campaign, and track metrics related as well as providing reports of the campaign back to the EPMO. The Outreach Team Lead will also be responsible for educating the Team on how to respond to simple tax questions and how to route complex tax questions. | ||
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The Outreach Lead will manage the daily task of the Outreach Team. The team itself will report to the Enterprise Project Manager as a specialized project team, but their workload, tasks, and program will be managed by the Lead. The Lead will report directly to the Enterprise Project Manager (EPM) and make recommendations to the EPM for program initiatives and needs, as well as progress and the completion of activities.
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