Call Center Manager

at Idaho Division of Human Resources in Boise, Idaho, United States

Call Center Manager

Posting Begin Date: 2023/12/04

Posting End Date: 2023/12/11

Category: Administration

Sub Category: Customer Service

Work Type: Full Time

Location: Boise, ID, United States

Minimum Salary: 22.14

Maximum Salary: 23.62

Pay Rate Type: Hourly

Description

Career Opportunity

The Idaho State Tax Commission is recruiting for a Call Center Manager in the Taxpayer Services inbound Call Center.

Do you have great customer service skills? Are you great at coaching and collaborating with your teammates to achieve goals? If so, apply for Call Center Manager (Program Specialist) with the Idaho State Tax Commission. A salary analysis will be conducted for the selected applicant.

What's In It for You?

+ Affordable benefits including medical, vision, and dental insurance

+ PERSI defined benefit retirement plan

+ Paid sick and vacation leaves start accruing your first day

+ 11 paid holidays per year

+ Paid Parental Leave covering the birth or adoption of a child for up to 8 weeks

+ Permanent, full-time classified employment status after successful completion of an entrance probation

+ Working in an office environment with other talented and highly motivated individuals

+ Beautiful state campus with lots of free parking, walking paths, and centrally located in the valley on Chinden Blvd. in Boise

+ The State of Idaho is a qualifying employer for Public Service Loan Forgiveness (PSLF)

Why Join Us?

+ OUR VISION: Great people. Helping you. Serving Idaho.

+ OUR MISSION: Benefit Idaho through courteous customer service, education, and fair tax administration.

+ OUR VALUES: Fairness, Accountability, Integrity, Respect.

What Do Our Employees Say About Us?

+ "I love the work-life balance at the Tax Commission because our managers and supervisors are awesome with flexibility."

+ "We work a flexible schedule, Monday through Friday, 40 hours a week. So this schedule has allowed me to do other things in my life."

+ "My favorite part about working for the Tax Commission are the people I get to work with. It's become a family, and I've made lots of lifelong friends."

Follow us onLinkedIn (https://www.linkedin.com/company/idahotax/) orFacebook (https://www.facebook.com/idahotax) to learn more about us!

Apply today!

Responsibilities:

+ Develop, implement, and manage the One-Touch (similar to first call resolution) approach to customer service in the Call Center.

+ Identify and train the skill sets in Call Center employees that empower them to deliver One-Touch customer service.

+ Hire, onboard, train and manage the Taxpayer Service Specialist Leads and Taxpayer Service Specialist SME in the Call Center.

+ Provide complex customer service consultation

+ Manage the daily operations of the customer service Call Center

+ Oversee workflows for training

+ Manage the phone system

+ Collect Call Center statistics and collaborate with the Research Analyst to adjust processes to meet or exceed goals

+ Create bi-weekly reports that include analysis of efforts to meet or exceed goals

+ Oversee the development of necessary procedure manuals and resources

+ Collaborate with agency leaders to set customer service goals, procedures and priorities across divisions

+ Coordinate with subject matter experts and leads to determine training priorities

+ Represent the Call Center on various committees to provide insight into what the public is experiencing when they interact with the Call Center

+ Collaborate with Customer Experience Coordinator on issues that related to the Call Center

Minimum Qualifications:

+ Some knowledge of management practices (At least 6 months of work experience that included planning, organizing, leading, and controlling people or projects OR completion of a state sponsored/BSU sponsored Management Development Supervision I-IV OR 60 hours of equivalent training)

+ Some knowledge of program or project planning and implementation (at least 6 months of work expe