Tax Expert Supervisor
Company: Mass Markets
Location: Sioux City
Posted on: August 3, 2022
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Job Description:
POSITION OVERVIEW:
TAX EXPERT SUPERVISOR
Looking to work for a fast growing company? Start your career here
at MCI.
If you are a highly motivated individual and posses excellent
communication skills, we need your help in managing tax customer
service agents. While your team answers tax related questions and
offers advice, you will assist and support them with your
leadership and expertise. The agents are high-experienced in
customer service but may lack in tax knowledge. They will by
provide expert guidance, explain tax and technical terms, and
answer tax-related questions. As the team coach and leader, you
will be directly responsible for the performance and success of
your team.
This is a management-level position. Prior experience in tax
accounting as well as in management, supervisor, or customer
service leadership are required. To be considered for this role,
you must complete a full application on our company careers page,
including all screening questions and a brief pre-employment
test.
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POSITION RESPONSIBILITIES:
WHAT DOES SOMEONE IN THIS ROLE DO?
Supervisors are responsible for the day-to-day activity and
development of 15-25 representatives within a complex call center
environment. The Customer Service Supervisor I position is
responsible for ensuring call quality from start to finish, and
pro-actively seeks ways to improve the internal processes and sales
results program-wide. Customer Service Supervisor II conduct
regular business meetings with representatives to complete
performance reviews and coaching to ensure maximum quality and
production of direct reports. Customer Service Sales Supervisor I
work closely with the Operations Manager, ensuring the overall
adherence to corporate policies and procedures
Essential Duties
Lead a team of 15-25 entry-level front-line customer service agents
responsible for inbound call handling.
Responsible for coaching and developing reports on customer service
processes and best practices.
Manage metrics, performance criteria, policies and procedures to
improve call center productivity continuously
Drive a culture of accountability, continuous improvement, and
personal excellence
Directs workforce management activities and sets performance goals
and objectives accordingly
Develop and maintain strategy on ensuring customer satisfaction on
all service interaction
Provide team motivation and development to maximize sales
opportunities
Responsible for the overall performance and productivity of direct
reports
Responsible for weekly payroll review and submission to ensure
correct entries
Responsible for driving the growth of revenue and profit
originating from a call center
Proven ability to meet performance, efficiency, and quality
assurance targets
Monitoring of individual and team results to identify and act on
both positive and negative performance
Communicate key messages effectively to ensure that direct reports
are informed of process changes
Provide regular feedback to representatives regarding performance
wins and areas of opportunity
Work with other departments in the organization, such as quality
assurance, training, IT, and recruiting.
Develop and audit quality assurance strategies to ensure the
delivery of world-class service
Determining work procedures, preparing work schedules, and
expediting workflow
Responsible for hiring, coaching and terminating call center
employees
Be a subject matter expert on your client's business
Manage remote employees as needed.
Other duties and responsibilities as assigned
CANDIDATE QUALIFICATIONS:
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
The ideal candidate would share and understand the high-growth
objectives of the company. This position requires an advanced
degree of leadership, creative thinking, and dedication to people.
The ability to professionally represent the organization internally
and client-facing is a must. The right candidate will exhibit good
business judgment and acumen and be comfortable collaborating with
other departments and locations throughout the organization.
REQUIRED QUALIFICATIONS
Minimum of 3-years of total call center experience or 1-year of
call center management experience
Associates degree or equivalent combination of education and
relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Advanced knowledge of Microsoft Office including Outlook, Excel,
Word & PowerPoint
Demonstrated ability to drive sales through the actions of
others
Superior knowledge of call center tools and technology used to
manage KPIs and SLAs
Possess practical conflict resolution skills (both customer and
agent conflict)
Proven leader with advanced time management, planning,
organizational and multitasking skills
Ability and eagerness to learn new products and system
Ability to work in a professional, fast-paced environment
Strong understanding of the contact center environment and the key
levers to enhance performance and achieve client and financial
targets
Clear, concise and practical communication skills (both oral and
written)
A solution-oriented and positive mindset that openly embraces
change and stretches goals.
Strong organizational skills with an ability to prioritize
objectives with little-to-no assistance, find issues, and create
and execute solutions that address those issues.
An ability to hold team members accountable for job performance
including adherence, KPI's, and process
The ability to thrive in a fast-paced, ever-changing, and
high-pressure environment.
PREFERRED QUALIFICATIONS:
Military, local, state or federal government experience is a
plus.
Graduation from an accredited two-year or four-year college or
university is a plus
Experience managing both remote and on-site reports is a plus
COMPENSATION DETAILS:
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our
compensation and total rewards are competitive. Standard starting
compensation is commensurate with experience. Regular reviews and
raises are awarded based on tenure and performance, so our
employees make more each year.
Employees earn paid time off as well as paid holidays and paid
training opportunities. Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TV s, trips, tickets, and even cars. In addition
to our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage Options
Paid Time-Off
Regular Raises
Work-at-Home Opportunities
Advancement Opportunity
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests
SCHEDULE:
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?
We can offer a wide range of scheduling options for qualified
candidates. There are multiple shifts and weekly work variations
available to our team members. Please ask a Talent Acquisition
Specialist about the different types of creative scheduling options
that are available at your location. Whether you are a busy parent,
student, or just want control of your work-life balance, flexible,
customized scheduling is one of the perks of working at our
organization.
PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While
performing the duties of this job, the employee will be largely
sedentary and will be required to sit/stand for long periods while
using a computer and telephone headset. The employee will be
regularly required to operate a computer and other office
equipment, including a phone, copier, and printer. The employee may
occasionally be required to move about the office to accomplish
tasks; reach in any direction; raise or lower objects, move objects
from place to place, hold onto objects, and move or exert force up
to forty (40) pounds.
CONDITIONS OF EMPLOYMENT:
Must be authorized to work in their country of residence (The
United States or Canada)
Must be willing to submit up to a LEVEL II background and/or
security investigation with a fingerprint. Job offers are
contingent on background/security investigation results
Must be willing to submit to drug screening. Job offers are
contingent on drug screening results.
REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and
Commercial clients, we have taken steps to ensure that we remain
operational while taking every precaution possible to prevent the
spread of COVID-19 and keep our employees safe.
Measures include social distancing for those working on-site,
frequent deep cleaning and disinfecting of workstations and common
areas, daily contactless temperature checks for those essential
employees working on-site, travel policies limiting travel and
mandatory quarantine, reporting and quarantine processes and
policies for those exposed, and requesting masks to be worn when
on-site employees are not at their workstation.
For more information on MCI s response to COVID-19 please visit
REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue
hardship..... click apply for full job details
Keywords: Mass Markets, Sioux City , Tax Expert Supervisor, Accounting, Auditing , Sioux City, Iowa
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