Call Center Team Lead

Job Title: Team Lead 2

Duration: 12 Months

Location: Carson City NV (Onsite).

JOB DESCRIPTION

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

DELIVERABLES

• Meet Outreach Team quotas.

• Backfill Department needs by assisting with call volume needs

• Route cases into proper management queues

REQUIREMENTS

• Excellent knowledge of MS Office including Outlook

• Proficient in reading, writing, and proofreading

• Excellent organizational and multi-tasking skills

• Outstanding communication and interpersonal abilities

• Creativity, team player, and customer-oriented mindset

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.