Outreach Program Manager

Duration: 1 year Location: Carson City, NV (Onsite from day 1) Position ID: 162338 Agency: Taxation Interview Mode: Teams 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 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. #J-18808-Ljbffr