Call Center Manager

Rose International

Carson City, Nevada

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JOB DETAILS

SALARY

$40–$45 Per Hour

JOB TYPE

Full-time

SKILLS

Business Administration, Call Center Evaluation, Call Center Management, Call Center Operations, Campaigns, Case Management, Change Management, Coaching, Conflict Resolution, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Analysis, Government, High School Diploma, Leadership, Mentoring, Metrics, Microsoft Office, Microsoft Outlook, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Project/Program Coordination, Project/Program Management, Public Administration, Quality Assurance, Reporting Skills, Sales Tax, Staff Training, Systems Administration/Management, Team Lead/Manager, Telephone Skills, Use Tax, Workforce Management

LOCATION

Carson City, Nevada

POSTED

1 day ago

Outreach LeadRequired Education: High school diploma or equivalent required. Preferred Education: Associate's or Bachelor's degree in Business Administration, Public Administration, Communications, Project Management, or a related field.Required Skills: Program and team leadership experience, call center operations management, staff training, coaching, and performance management, project and program coordination, strong customer service and conflict resolution skills, Microsoft Office proficiency (especially Outlook), ability to analyze issues and make sound decisions, experience tracking metrics and preparing reports, ability to quickly adapt to changing priorities, knowledge of taxpayer/customer support processes, ability to escalate and route complex cases appropriately.Preferred Skills: Experience leading outreach or customer engagement programs, government or public sector experience, taxpayer/customer account support experience, knowledge of tax administration systems, experience with modernization or change management initiatives, experience developing communication campaigns, call center quality assurance or workforce management experience, knowledge of Sales and Use Tax, Modified Business Tax, Commerce Tax, and basic Excise Tax, experience with taxpayer education and outreach, data analysis and KPI reporting, process improvement, stakeholder management, coaching and mentoring team members, ability to handle difficult customer interactions professionally, experience with CRM or case management systems.Responsibilities: The Outreach Lead will manage the daily task of the Outreach Team. The team itself will report to the Enterprise Project Manager as a specialized project team, but their workload, tasks, and program will be managed by the Lead. The Lead will report directly to the Enterprise Project Manager (EPM) and make recommendations to the EPM for program initiatives and needs, as well as progress and the completion of activities. Develop action plans for initiatives, assist the Outreach Team with day-to-day activities and ensure they are hitting team goals, route complex Tax calls to appropriate staff, assist taxpayers with login information and navigation on Tax websites, understand the difference between tax types, know how to help taxpayers navigate to key areas of the Taxation sites, be respectful and kind to the taxpayers, be able to work through tough calls with complicated and frustrated taxpayers, assist taxpayers with the transition to the new and modern Taxation system, attend trainings for the Modernization System.

About the Company

Rose International

Founded in 1993 by Sue Bhatia, Rose International is one of the nation's leading minority- and woman-owned providers of Staffing and Total Talent Solutions. We serve companies in all 50 states and employ thousands of people across the country.

COMPANY SIZE

2,500 to 4,999 employees

INDUSTRY

Staffing/Employment Agencies

WEBSITE

https://www.roseint.com/

Call Center Manager

Rose International

Carson City, Nevada

About the Company

Rose International

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