| Location | Tumwater, WA |
| Salary | $72,420–$119,592 Per Year |
Telephone Information Center Manager (WMS2)
Salary
$72,420.00 - $119,592.00 Annually
Location
Thurston County - Tumwater, WA
Job Type
Full Time - Permanent
Remote Employment
Flexible/Hybrid
Job Number
2026-158
Department
Dept. of Revenue
Division
Taxpayer Services
Opening Date
08/26/2026
Closing Date
9/9/2026 11:59 PM Pacific
Description
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:
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 agencys 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.
Duties
Qualifications
Please ensure that your application materials address the following competencies and qualifications~
The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position.
Demonstrated ability to provide effective leadership and people management, shown through progressive experience coaching, mentoring, motivating, and developing staff to support performance, engagement and professional growth; effectively influencing others, providing clear direction and seeking opportunities to strengthen leadership capabilities.
Proven ability to supervise, mentor, and develop professional and technical staff, shown through experience conducting performance evaluations, directing work, implementing corrective action, and managing staffing resources.
Demonstrated ability to interpret and apply collective bargaining agreements, civil service rules, and agency HR policies, gained through experience administering corrective actions, resolving grievances, and supporting equitable and consistent personnel practices.
Proven ability to communicate clearly and professionally with staff, leadership, internal and external customers, and partners, supported by experience building productive working relationships across all levels of the organization.
Progressive experience prioritizing competing demands and managing multiple projects and deadlines, demonstrated by maintaining organized and efficient workflows in a fast-paced call center environment.
Demonstrated ability to analyze complex issues, evaluate options, and make timely, well-informed decisions, shown through applying using sound judgment, creativity and innovative problem solving in professional work settings.
Equity Competencies:
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.
Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.
Preferred Qualifications:
Experience with the organization and functionality of state government.
Knowledge of the Departments organization and functions, including account administration, return processing, collection, unclaimed property, miscellaneous tax, legislative, audit, and review/appeal processes in order to provide information and refer staff to the appropriate section or person in the Department for contacts outside the scope of the Telephone Information Center.
Knowledge of Washingtons licensing and tax structure, including excise tax rules and laws.
Knowledge of Information and technology systems, networks, PCs, servers, printers, faxes, etc., and the interaction of these systems.
To be considered:
Supplemental Information
Questions?
My name is Chuck, and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee, I understand how important it is to find meaningful work, in an organization with strong values, a good culture, attractive benefits, and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is chuckj@dor.wa.gov, or if you prefer, you may contact me by phone at (360) 704-5737.
To take advantage of Veterans preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth before attaching.
The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.
Prior to a new hire, a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.
If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 01-07-2026
01
Although this opportunity may have telework options, you must reside in Washington State. Do you live in or plan to relocate to Washington State?
02
Will you now or in the future require the Department of Revenue to commence ("sponsor") an immigration case in order to employ you (for example, H-1B or other employment-based immigration case)? This is sometimes called "sponsorship" for an employment-based visa status.
Required Question
Employer State of Washington
Address View Job Posting for Agency Information
View Job Posting for Location, Washington, 98504
Website http://www.careers.wa.gov