Supervisor Contact Center

Description Of Work

North Carolina Department of Revenue has a job opening for a Contact Center Supervisor who is seeking a challenging and rewarding opportunity. This position supervises approximately 8 to 10 customer service agents in the Call Center. The Supervisor provides assistance to management with the hiring process which involves interviewing and selecting of new employees; training employees; assigning and monitoring workflow; evaluating, documenting and coaching employees for success in accordance with the quality assurance scorecard process; following procedures for accuracy. This position performs a variety of duties from directing the daily operations of the customer service team(s) to ensure the duties and responsibilities of providing quality customer service, customer education, technical advice and assistance to customer service agents and other related personnel. The Supervisor offers guidance in team member's decisions to stop or suspend any initiated actions and negotiate alternative resolutions with the taxpayer if those resolutions are deemed to be in the best interest of the State. This position reviews statistical reports to manage and coach performance standards for productivity, as well as devise and implement changes in work processes. The Supervisor adheres to procedures used to improve efficiency of operations; and implementing revisions to existing processes and procedures as required by taxpayer demand, legislative law changes, departmental policy, changes in other processes, or administrative direction. This position will handle escalated calls from agents to help resolve any issues or concerns from our internal or external customers.

COMPENSATION & BENEFITS

The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Some highlights include

The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service Twelve (12) holidays/year Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year Twelve (12) sick days/year which are cumulative indefinitelyLongevity pay lump sum payout yearly based on length of service 401K, 457, and 403(b) plans

Learn more about employee perks/benefits

Why Work For NC NC OSHR: Benefits

Knowledge, Skills And Abilities / Competencies

Experience in a call center environment, providing excellent service to customers and their representatives Ability to effectively lead a group of employees and demonstrate good judgment Ability to clearly and concisely communicate verbally and in written form Ability to maintain rational behavior at all times, demonstrate courteous, professional, and efficient behavior while dealing with controversial and confidential matters and irate customers

Management Preferences

Prior supervisory/managerial experience Fluent Spanish speaking skills

Minimum Education And Experience Requirements

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.

High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience, including one year as a lead worker; or equivalent combination of education and experience.

Supplemental and Contact Information

The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.

This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. "Tax compliance" is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.

To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted.

Applicants eligible for veteran's preference should attach a copy of form DD-214.

If you are having technical issues logging into your account or applying for a position please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.

If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or HumanResources@ncdor.gov . Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-500-6083.