Call Center Supervisor

Job ResponsibilitiesWho we are:At the South Carolina Department of Revenue (SCDOR), we are funding a better state to live, work, and play. Offering excellent benefits, hybrid work schedules, tuition assistance, and self-development opportunities, we are a trustworthy partner to our customers and an innovative workplace that supports work-life balance and empowers our employees to reach their highest potential. Open the door to a career at the SCDOR and discover why 93% of our employees see how their work contributes to the SCDOR’s success—by collecting 95% of South Carolina’s general fund, our team serves with purpose and impacts the success of our community.Learn more about why you should join our team at dor.sc.gov/careers .We Are Looking For Teammates Who AreAble to inspire and motivate othersCommitted to customer service and interested in helping others Able to communicate effectively and exercise patience with customers Organized, detail-oriented, and capable of independently prioritizing tasksWhat You Will DoAs a Call Center Supervisor, you will supervise, plan, direct, and coordinate the technical, administrative, and future activities and goals of the Call Center Team with a focus on the security of taxpayer data.Primary Job Duties IncludeSupervise, plan, direct, and coordinate the overall activities of the Call Center with a focus on the security of taxpayer data to include customer service functions for all taxes and MyDORWay transactionsPlan, assign, distribute, and monitor employee workload/assignments/special projectsAcquire and maintain tax and/or process knowledge necessary to perform dutiesAnalyze, develop requirements, develop business rules, test, implement, and monitor applicable systems, interfaces, and reportsDetermine any system modifications or enhancements neededDevelop requirements and business rules, submit SQRs, work with developers, perform testing, and monitor the modification/enhancementPartner with other sections and divisions within the SCDOR and with external stakeholders to understand requirementsProvide and maintain a competent, empowered, and forward-thinking teamAdminister the Employee Performance program, staff selection, staff reassignment, staff organization, training, career development planning, time tracking, and general personnel mattersDetermine the future direction of the section based on work, resources, mandates, and system requirementsDevelop goals and strategies for the section to be successfulCreate, review, monitor, and analyze statistical reports for trends and potential problems to determine course of action needed and to forecast section needs and directionCreate and prepare dashboards for employees and for the sectionEvaluate, lead, direct, or participate in special projectsThis may include external training, presenting at conferences, and conducting conferences with vendors, CPAs, attorneys, taxpayers, etc.Minimum And Additional RequirementsA high school diploma and relevant experience in business management, public administration or administrative servicesA bachelor's degree may be substituted for work experienceAcademic degrees must be from an accredited institution of higher learning.Preferred QualificationsA bachelor’s degree and four years of relevant work experienceKnowledge of accounting policies and procedures Ability to communicate with the public and with SCDOR staff, providing quality customer service Additional CommentsEEO: The SCDOR is committed to providing equal employment opportunities to all and does not discriminate on the basis of age, race, color, religion, sex, national origin, disability, and pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation. Hours: Work hours are 8:30 a.m. – 5:00 p.m., Monday – Friday (37.5 hours per week).Training: Call Center Supervisors will participate in an onboarding program to ensure they have the knowledge and skills to successfully perform their job. Telework schedule: This position may be eligible to work remotely up to one day per week after one year of employment with SCDOR.Ready to apply? Apply online and complete the application fully, including all current and previous work history and education.You may submit a resume, but it will not be considered as a substitute for completing the entire application.Candidates selected to move forward in the hiring process will be contacted to complete an aptitude or skills assessment and personality profile (using Criteria Corp) and may be contacted to complete a one-way virtual interview (using Spark Hire).Candidates selected for hire are required to comply with all SCDOR tax requirements and are subject to a National Criminal Background Check, which includes fingerprinting.