Description:
The Manager serves as a key leader within the Servicing Department, providing vision, leadership, and operational oversight for the Resolution Services division. This role is responsible for the day-to-day management of the Tax Analysts, Licensed Tax Professionals, and client servicing team, ensuring high-quality service delivery and effective case resolution in alignment with established processes and procedures. The position drives team performance, fosters a positive and productive client experience, and promotes stable leadership through dynamic decision-making, clear communication, and strategic planning. This leader also oversees the development, implementation, and continual improvement of servicing procedures, ensuring both operational excellence and client satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Act as an escalation point for resolving the most difficult customer issues.
- Responsible for creating and implementing procedures and processes.
- Communicates with clients, direct reports, and other departments to ensure quality service delivery and customer satisfaction.
- Develop, implement, and continuously improve servicing procedures, call monitoring, quality assurance programs, and performance scorecards aligned with key performance indicators (KPIs).
- Monitor call center operations, ensuring adequate coverage, effective scheduling, and real-time adjustments, while analyzing trends and data to drive operational improvements, service quality, and revenue growth.
- Lead hiring, training, coaching, performance management, and professional development of the team, identifying skill gaps and implementing effective training solutions.
- Drive initiatives through performance management with the team and organizationally, that contribute to long-term operational excellence.
- Create an environment of excitement, goal orientation, innovation and encourage team motivation.
- Acts in a manner consistent with the rules and standards of both his/her governing professional organization and IRS Circular 230, and provides oversight and guidance to all reports to ensure their compliance with these standards per respondent superior
- Provide technical leadership and guidance to Tax Analysts and Licensed Tax Professionals, serving as a subject matter expert in tax collections, IRS resolution, and relevant tax laws, ensuring adherence to professional standards and IRS Circular 230 requirements.
- Perform other tasks as assigned.
Requirements:
EDUCATION AND EXPERIENCE:
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Strong Preference to be one of the following: Licensed Attorney in good standing with the Bar of a US Jurisdiction, Enrolled Agent in good standing and authorized to practice with the Internal Revenue Service, or Certified Public Accountant in good standing with a US Jurisdiction
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BS degree in business administration or a related field or equivalent experience.
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5+ years in leadership position
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Must have at least 5 years of related experience in a call center.
SKILLS, KNOWLEDGE, AND ABILITIES:
- Ability to lead and motivate a large team in a fast-paced environment.
- Committed to continuous education through workshops, seminars, and conferences.
- Strong decision-making abilities.
- Ability to analyze performance trends and issue feedback and/or plans of action for developmental purposes.
- Exceptional verbal and written communication skills.
- Customer service focused mindset.
- Proficiency with the MS Office Applications.
- Ability to drive results and manage change.
- Strong analytical skills with the ability to think tactically and have proven problem-solving skills.
- Proven experience in successful management of teams and processes
- Intricate knowledge of IRS policy, revenue rules, and laws pertaining to tax, tax collection, taxpayer rights, and practitioner responsibilities
