Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another Must-see Skills on the resume: Minimum of 2 years leading/managing a frontline phone team in a fast paced Call Center environment (not a team lead) Minimum of four (4) years' related experience in customer service, legal, financial, tax, banking, or similar field of work Strong verbal, written, and listening communication skills Excellent customers service acumen and skills Excellent interpersonal skills and demeanor Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority Selective Preference: ? Responsibilities include: Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts Communicating and enforcing agency policies and programs Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate.