Title: Contact Center Supervisor
State Role Title: Gen Admin Supv II/Coord II
Hiring Range: Commensurate with experience
Pay Band: 5
Agency: Department of Taxation
Location: Westmoreland
Agency Website: https://www.tax.virginia.gov/work-with-us
Recruitment Type: Agency Employee Only - A
Job Duties
The Virginia Department of Taxation's Office of Customer and Taxpayer Services is looking for a Contact Center Business Tax Supervisor!
The Contact Center Business Tax Supervisor functions as a member of the Contact Center Leadership Team. In this role, you will supervise the business team staff, customer contact activities and workflows ensuring the unit activities align with the agency and unit’s strategic plan. Our unit ensures that customer contacts are responded to accurately, responsively, and professionally with quality customer service. The Supervisor position will be responsible for communications, staff development, support of the agency’s strategic objectives as well as the very important mission of supporting our taxpayers.
You'll have the independence to lead with your vision while working alongside a team that values innovation and results. Your work directly ensures businesses and individuals resolve tax liabilities through professional, customer-focused service that upholds Virginia state laws and collection regulations.
Please note that only current Virginia Department of Taxation employees will be considered for this role.
Anticipated salary is up to $74,000, commensurate with your experience.
This position is located at our Westmoreland facility located in Richmond, Virginia.
This position has a hybrid schedule. Eligible employee will work the following schedule:
Telework: Monday and Friday
In Office: Tuesday–Thursday
Remote and hybrid roles require separate care arrangements for dependents to ensure full availability during work hours.
At Virginia Tax…
We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, we are the public. We are a part of a community that cares about and celebrates each other, who promote opportunities for growth within a stable environment, and support a healthy work-life balance.
What we do matters. So do you.
As a member of the Virginia Tax team, you can expect additional benefits such as:
• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.
Minimum Qualifications
Tax Expertise: General knowledge of Virginia taxes, tax returns, schedules, rules and regulations
Proven Leadership in High-Volume Environments: Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes
Organizational skills: ability to coordinate multiple tasks and prioritize them effectively
Strategic Communication: Strong written and verbal communication skills with the ability to tailor messaging for diverse audiences including senior leadership, staff at all levels, external stakeholders, taxpayers, and business owners. Experience preparing reports, presentations, and policy documentation.
Technical Proficiency: Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) including data analysis, reporting dashboards, and executive presentations.
Additional Considerations
Customer Service Excellence: Proven track record of delivering high-quality, professional customer service in high-pressure situations. Ability to engage effectively with members of the public, including difficult conversations with delinquent taxpayers, while maintaining empathy and professionalism.
Analytical and Quality Management: Experience conducting quality assurance reviews, analyzing performance metrics, identifying trends, and implementing process improvements to enhance accuracy and efficiency
People Development Skills: Demonstrated success providing direct training, mentorship, coaching, and professional development to staff members across different experience levels and learning styles. Ability to build capability while maintaining accountability
Business Tax Experience: General knowledge of Virginia business taxes, sales tax, withholding, Corp/PTE, schedules, rules and regulations
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Consideration for an interview is based solely on the information within the application.
All Virginia Department of Taxation employees must be current with filing their Virginia state tax returns ensuring they were filed in compliance with established laws, rules and regulations.
Virginia Tax participates in E-Verify.
Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.
The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.
Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race, sex, color, national or ethnic origin, religion, genetics, age, veteran status, political affiliation, or disability. Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at (804) 786-3608.
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.
Contact Information
Name: Virginia Tax Talent Acquisition Team
Phone: 804-786-3608
Email: [email protected]