Call Center Manager

Date Posted: 07/21/2026

Hiring Organization: Rose International

Position Number: 504439

Industry: Government/Staffing

Job Title: Call Center Manager

Job Location: Carson City, NV, USA, 89706

Work Model: Onsite

Shift: 8am to 5pm

Employment Type: Temporary

FT/PT: Full-Time

Estimated Duration (In months): 12

Min Hourly Rate($): 40.00

Max Hourly Rate($): 45.00

Must Have Skills/Attributes: Call Center, Customer Service, Multitask

Experience Desired: Program and team leadership experience (2 yrs); Call center operations management (2 yrs); Staff training, coaching, and performance management (2 yrs)

Required Minimum Education: High School Diploma or equivalent

Preferred Education: Associate’s Degree

**C2C is not available**

Job Description

Required 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 preferred
  
  

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
  
  

Description

• The CLIENT is hiring a lead with Program Management experience over a Call Center and its Representatives.
• Incumbents assist in the development of the Call Center Program, the management of tasks for call center reps who triage calls and assist taxpayers who may be struggling with the Department’s modernization.
• The selected candidate will manage the Outreach Team, train and guide them in the programs developed and ensure that the Department’s efforts are focused on getting messaging out to Taxpayers to ensure their acceptance of the new systems.
• The management of this program will require the incumbent to shift focus quickly, as the changing landscape for taxpayers, resulting from the modernization shifts by tax periods.
• This Division is about outreach and initiating conversation with taxpayers, where the Department’s Call Center is for taxpayers to call in.
• The Outreach Team specializes in special programs, initiatives, and campaigns aimed at bringing the taxpayer into the new modernized software seamlessly.
• Although this position is for the Outreach Team, understanding the intricacies and program of a call center is critical.
• The call center’s function in general is to answer phone calls from taxpayers requesting assistance or guidance regarding their accounts or to answer general questions.
• Detailed tax questions are answered by CLIENT.
• The main purpose of the Tax Examiner is to answer these questions quickly and accurately or determine who may best answer the question and process the call as trained.
• There is a broad range of areas that the sales/use tax examiners are required to be knowledgeable in.
• Included areas, but not limited to, sales and or use tax questions, modified business tax, Commerce Tax and to have basic knowledge of Excise tax types.
• The Outreach Team works similarly but explicitly reaches out to taxpayers for specific knowledge transfer campaigns.
• The Outreach Team Lead will be responsible for developing these campaigns, training the Outreach Team on the execution of the campaign, and track metrics related as well as providing reports of the campaign back to the EPMO.
• The Outreach Team Lead will also be responsible for educating the Team on how to respond to simple tax questions and how to route complex tax questions.
• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
  
  

Benefits

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).