Job Description

The Department of Taxation 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 Department Tax Examiners. 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.

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

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
Ability to learn Tax Types and recognize needs of the Taxpayer
Proficient in reading, writing, and proofreading
Excellent organizational and multi-tasking skills
Outstanding communication and interpersonal abilities
Creativity, team player, and customer-oriented mindset
Agreement to follow IRS Pub 1075 Requirements
Agreement to State background check
Agree to Dress Code policies
Agree to contract vendor work polices, to include time off requests, reporting location, reporting hours and general employment rules.

About NOVALINK SOLUTIONS LLC

Novalink Solutions LLC (Novalink) is a global consulting and engineering services company. The company provides temporary and permanent staffing services in a variety of areas including Information Technology, Accounting/Finance, Engineering, Insurance, Healthcare, Marketing/Operations, Government Affairs, and Administration. Relying on core competencies of its people and agile processes, Novalink commits to deliver highest quality of service to clients and partners at the most optimal pricing.

Novalink has a global network of experienced and dedicated technical professionals. The Company’s executive team members have an average of twenty (20) years in the Telecommunications and Information Technology areas along with proven experience in executive leadership and strategy implementation. Novalink has its main office in Atlanta, GA.

Novalink has three core business units (1) Managed Engineering Services and (2) Staff Augmentation Services in the areas of expertise in IT/Software Engineering and Telecommunications/Wireless Network Engineering and (3) Non-Executive Staffing Services. Novalink’s targeted markets include Government, Telecommunications companies, Insurance, Energy, Healthcare, and Utilities. Its current client list includes thirty five (35) State governments and several Fortune 500 companies in various target markets. Novalink is Federal GSA Schedule 70 Contract Holder.

Based out of Atlanta, with offices in New York, Maryland, North Carolina and Texas, Novalink’s primary customers are government agencies, telecommunications companies, the healthcare industry, along with energy and utilities.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Suwanee, Georgia

Year Founded

2003

Website

novalink-solutions.com

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