Telephone Information Center Manager (WMS2)

The Department of Revenue (DOR) is currently seeking to fill the Telephone Information Center Manager in the Taxpayer Services division (TPS) in Tumwater, WA. This is a rare and exciting opportunity for a dynamic customer service leader to serve in an amazing organization, doing meaningful work with a dedicated and professional team of tax administration experts. The Telephone Information Center Manager enables the division to successfully accomplish its responsibilities by providing effective leadership and oversight of the contact center program and staff. This vital position ensures that employees are appropriately trained to navigate an increasingly complex business licensing and tax structure and environment providing customers with accurate, timely and consistent information. Through effective customer education and assistance, this position supports customers in accurately registering their business and maintaining required licenses and endorsements and meeting their tax reporting and licensing requirements to promote and increase voluntary compliance. This position also has oversight of employees who assist customers in registering and renewing their business licenses and endorsements in which more than 250 endorsements are offered from 9 state agencies (including Revenue) and 850 licenses from over 220 city partners.

The position establishes and maintains high standards for customer service and employee performance. Employees are trained to actively listen to customer questions, ask appropriate follow-up questions, explain available resources including MyDOR, public website, publications, rulings, and other Department resources available to them. Employees are also trained in cash handling responsibilities, effectively managing difficult calls, written communications and in-person customer interaction.

This position reports to the TPS Division Program Manager and supports the agency’s goals including:

• Workforce management – We attract and develop the best teams.
• Tax and program administration – Simplify, educate, and enforce.
• Customer experience – Build relationships. Empower success.
• Promote innovation – Ideas creating value.

The Department of Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

• Directly manage one management analyst and five supervisors who oversee and support approximately 60 staff including leads, front counter and written communications staff.
• Provide leadership, direction, coaching, performance management and professional development to supervisors and staff. Promote accountability, effective communication, employee engagement and a diverse and inclusive workplace.
• Make hiring and promotional recommendations, develop employees for advancement, support succession planning and take corrective personnel actions when appropriate.
• Plan, lead, organize and direct contact center operations to ensure effective and efficient use of staffing, technology and other resources while maintaining high-quality, timely, accurate and consistent customer service.
• Monitor contact center systems and technology, review daily system reports, identify operational issues and direct appropriate troubleshooting and resolution. Maintain working knowledge of IVR functionality, call distribution, and visual management dashboards to ensure reliable and effective operations.
• Ensures front counter cash handling procedures are current, documented, communicated and consistently adhered to.

Please ensure that your application materials address the following competencies and qualifications~

The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position.

Demonstrated ability to provide effective leadership and people management, shown through progressive experience coaching, mentoring, motivating, and developing staff to support performance, engagement and professional growth; effectively influencing others, providing clear direction and seeking opportunities to strengthen leadership capabilities.

Proven ability to supervise, mentor, and develop professional and technical staff, shown through experience conducting performance evaluations, directing work, implementing corrective action, and managing staffing resources.

Demonstrated ability to interpret and apply collective bargaining agreements, civil service rules, and agency HR policies, gained through experience administering corrective actions, resolving grievances, and supporting equitable and consistent personnel practices.

Proven ability to communicate clearly and professionally with staff, leadership, internal and external customers, and partners, supported by experience building productive working relationships across all levels of the organization.

Progressive experience prioritizing competing demands and managing multiple projects and deadlines, demonstrated by maintaining organized and efficient workflows in a fast-paced call center environment.

Demonstrated ability to analyze complex issues, evaluate options, and make timely, well-informed decisions, shown through applying using sound judgment, creativity and innovative problem solving in professional work settings.

Equity Competencies:

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

• Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.

Preferred Qualifications:

Experience with the organization and functionality of state government.

Knowledge of the Department's organization and functions, including account administration, return processing, collection, unclaimed property, miscellaneous tax, legislative, audit, and review/appeal processes in order to provide information and refer staff to the appropriate section or person in the Department for contacts outside the scope of the Telephone Information Center.

Knowledge of Washington's licensing and tax structure, including excise tax rules and laws.

Knowledge of Information and technology systems, networks, PCs, servers, printers, faxes, etc., and the interaction of these systems.

To be considered:

• Complete the online application in detail.
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Questions?

My name is Chuck, and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee, I understand how important it is to find meaningful work, in an organization with strong values, a good culture, attractive benefits, and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is [email protected], or if you prefer, you may contact me by phone at (360) 704-5737.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth before attaching.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

Prior to a new hire, a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.