Tax Customer Service Manager

Full-time Management & Operations

Position Overview

Manage a team of tax customer service agents who handle inbound tax-related calls. Provide leadership, coaching, and tax expertise to ensure high quality service and performance.

Position Responsibilities

• Lead a team of 15‑25 front‑line agents responsible for inbound call handling.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy to ensure customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Oversee the overall performance and productivity of direct r...