Full Service Xpert Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist management in overseeing daily operations within a dynamic environment.

• Supervise, mentor, and provide assistance to seasonal credentialed tax professionals.

• Conduct weekly individual progress tracking and coaching sessions.

• Ensure adherence to Circular 230, the Internal Revenue Code, Treasury Regulations, and relevant state and local requirements.

• Monitor agent schedules and analyze queue behavior.

• Carry out quality assurance and recommend adjustments in queue staffing.

• Reconcile payroll data with production figures and investigate any discrepancies.

• Communicate performance expectations and emerging issues to management.

• Propose enhancements to business processes based on monitoring of calls and chats.

• Facilitate training for processes and new hires.

• Offer technical, operational, product, and tax-related support to tax experts.

• Conduct quality assurance checks on interactions between tax experts and Leads.

• Suggest knowledge-base responses derived from customer interactions.

• Interview candidates for seasonal expert positions.

• Provide tax advice and assistance to external clients.

• Act as an escalation point for customer inquiries and concerns.

• Support TaxAct products through phone, email, chat, and social media channels.

• Troubleshoot and investigate customer and complex tax-related program issues.

• Support operations and processes for the TaxAct Full Service Xpert program.

• Inspire team members and colleagues through positivity and effective leadership.

• Perform additional duties as required.

⛳️ Requirements

• Prior leadership experience in the tax preparation field, ideally with experience as a tax expert in a call center setting.

• At least five (5) years of tax preparation experience, including the preparation of federal individual income tax returns and business returns (Forms 1065 and 1120-S).

• A valid PTIN.

• One active credential: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney.

• Familiarity with online tax software.

• Minimum of two years of experience with Microsoft Suite, including Teams and SharePoint.

• Proven ability to conduct tax research utilizing reliable sources.

• Exceptional written and verbal communication skills.

• Strong attention to detail.

• Capability to manage multiple tasks simultaneously.

• Excellent problem-solving abilities.

• Strong time management skills.

• Resilient team player who contributes to a positive work environment.

• Must have or be willing to obtain a private, dedicated hardwired internet connection.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Reasonable accommodations available for individuals with disabilities.

• Requirement/allowance for a private, dedicated hardwired internet connection is not specified.