Telephone Information Center Manager; WMS

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…