Call Center Supervisor Section I (PUBLIC SERVICE ADMINISTRATOR OPT. 2)

Position Overview

Would you like to work for a professional organization which provides steady hours and an exceptional benefits package? How about a workplace with career and personal growth opportunities? Then consider working for the Illinois Department of Revenue. We are hiring a Call Center Supervisor (Public Service Administrator Option 2) for one of our six sections in our Taxpayer Assistance Division in Springfield, IL. This position will be responsible for the supervision and evaluation of 10-14 staff members and have technical expertise in Illinois Individual Income Tax, Business Income Tax, Withholding Tax and Sales Tax as well as excellent customer service skills.  The successful applicant will be responsible for resolving elevated taxpayer inquiries, assisting staff with procedural inquiries, and providing statistical reports to the Division Manager on call center activities.   If you have strong analytical and oral/written communication skills, have the desire to supervise staff, and you can provide top-level customer service to Illinois taxpayers, then we want you! Don’t let this opportunity pass you by. Apply now before time runs out!

Job Responsibilities

•    Under general direction, plans, manages and coordinates the activities of one of the six sections of the Taxpayer Assistance Call Center that serves state-wide taxpayers with tax inquiries relating to Sales & Use, Individual, Business and Withholding Income taxes.
•    Serves as full line supervisor.
•    Cultivates staff development.
•    Responds to complex tax inquiries, correspondence and communications with taxpayers.
•    Prepares and maintains division reports and advises Division Manager of any corrective actions.
•    Directs, coordinates and participates in a variety of special projects as instructed by the Division Manager.
•    Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

•    Requires knowledge, skill, and mental development equivalent to four years of college with coursework in finance, accounting, or related field.
•    Requires prior experience equivalent to three years of progressively responsible administrative experience in accounting, finance, sales tax, income tax or tax law.

Preferred Qualifications

•    Three (3) years of experience working with current Illinois tax laws, rules and regulations or working in tax related field.
•    Three (3) years of experience exercising judgment and discretion in developing, implementing, and interpreting policies and procedures.
•    Three (3) years of experience analyzing tax returns and documents for accuracy and completeness.
•    Five (5) years of supervisory experience in staff development including establishing employee goals, evaluating employee performance, and serving discipline as needed.
•    Four (4) years of experience generating and analyzing reports on statistical or production data.
•    Four (4) years of experience evaluating program initiatives and determining staffing needs to meet area objectives.
•    Three (3) years of experience developing and administering a training program, e.g., creating visual presentations and associated materials.
•    Three (3) years of experience speaking to various groups conveying policy and procedures in a manner easily understood by diverse audiences.

Conditions of Employment

1.    Requires the ability to successfully complete a tax compliance and fingerprint-based background check.
2.    Requires the ability to use and secure a state issued mobile device, e.g., cellular phone, laptop computer, tablet, etc.
3.    Requires ability to travel in the performance of duties, with overnight stays as appropriate. Requires appropriate, valid driver’s license.
4.    Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.
5.    This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant/employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings.
6.    The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

Agency Statement

The Illinois Department of Revenue (IDOR) is responsible for administering the state's tax laws and collecting taxes in a fair, consistent, and efficient manner. Their goal is to provide accurate, timely, and reliable funding and information to both state and local communities. By implementing best practices, IDOR works to continuously improve and enhance accuracy, efficiency, and productivity across all areas of operations and tax administration. In doing so, they aim to earn respect, deliver value, and serve as a trusted source of information for the public.
 
IDOR is a professional governmental entity that prioritizes its employees and actively invests in their success through comprehensive training and engagement. As the proud Platinum recipient of the 2026 Bell Seal for workplace mental health, IDOR cultivates an environment that encourages open dialogue and collaboration on mental health issues. With a strong commitment to diversity—both culturally and professionally—IDOR believes that this inclusive approach leads to a more productive workplace, ultimately benefiting the citizens and taxpayers of Illinois.