Supervisor, Navigation Seasonal

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Major responsibilities of the Supervisor, Navigation Seasonal position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise, coach, and assist non-credentialed, seasonal/contract agents.
• Mentor and coach Leads, provide weekly one-on-one progress tracking and mentoring/coaching sessions with Leads assigned to you and assist with day-to-day questions. Provide progress tracking updates to their assigned agents both during training and season so they are aware if they are achieving their individual goals.
• Monitor agent schedules for adherence.
• Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met.
• Reconcile payroll data to production data each payroll period. Investigate differences to ensure agents are paid accurately for their time assisting customers.
• Monitor agents in queue to ensure they are handling customer callbacks appropriately and not exhibiting call avoidance or other unacceptable behaviors.
• Work with management to ensure proper messaging around performance expectations is conveyed.
• Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management.
• Facilitate process and new hire training to all agents ensuring they are set up for success.
• Assist agents when needing technical and operational support including product and tax-related questions.
• Perform quality assurance (QA) of agent interactions.
• Based on customer interactions, propose needed responses for the knowledge database and send them to the appropriate individual for creation.
• Provide software navigation and friendly support to all external customers in compliance with established processes and metrics.
• Serve as a point of escalation for customer requests and concerns as needed.
• As needed support the TaxAct products providing a positive and delightful experience with all customer contacts.
• Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager for quick resolution.
• Research complex program navigation issues or questions as needed.
• Responsible for support operations and processes for Product Specialist II agents.
• Inspire team and peers with positivity and leadership.
• Additional job duties as needed.
• Knowledge and work experience with browser-based applications a plus.
• 2 – 3 years of call center supervisory experience or equivalent experience.
• Must have experience with online tax software.
• A minimum of 2 years of Microsoft Suite experience including Teams, SharePoint, Planner, and OneNote.
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Strong problem-solving skills.
• Excellent time management skills.
• Resilient, strong team player who helps maintain a positive work environment.
• Typing skills – 25+ WPM required.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.
  
  

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At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.