Tax Data Specialist Lead

Overview

This role involves leading the Tax Data Specialist team by managing queues, handling escalations, and serving as a subject matter expert to resolve team inquiries. The position supports payroll tax processes and ensures high-quality service delivery to customers.

Responsibilities

• Manage queue support, assist with workload balancing, and case assignment or redistribution
• Provide escalation assistance and review Severity 1 and 2 cases
• Review cases for quality assurance and flag as needed
• Analyze reopened and aged cases to identify opportunities for resolution
• Assist team members with Power BI report review and issue resolution
• Support or assign high-touch, high-profile customers
• Identify and support process enhancements
• Report trends and opportunities to leadership
• Provide outstanding tax service support to customers
• Meet deadlines for monthly, quarterly, and ad hoc reports and data inquiries
• Act as a functional subject matter expert by providing guidance, instructions, and training to the team
• Assist with daily tasks and special projects
• Deliver professional and timely responses to internal and external customers
• Meet quality and production metrics
• Foster a positive, collaborative work environment
• Establish and maintain relationships with customers and internal teams to ensure high-quality service delivery
• Collaborate closely with tax services and other internal teams related to payroll tax processes
• Analyze tax and payroll data at both employer and employee levels

Competencies

• Knowledge of quality assurance programs and techniques
• Professionalism and promotion of team spirit
• Ability to work effectively in a fast-paced, demanding environment while managing sensitive and confidential issues
• Strong verbal and written communication skills
• Ability to establish and maintain effective working relationships
• High energy and motivation
• Proficiency in Microsoft Office Suite, especially Excel
• Data analytics skills
• Strong attention to detail
• Excellent time management and ability to manage multiple projects with varying deadlines
• Working knowledge of tax rules and requirements
• Strong analytical, research, and follow-up skills
• Customer service oriented

Qualifications

Education/Certification Requirements

• Associate's degree or equivalent experience

Required

• 3-5 years of payroll tax experience
• Organized and detail-oriented with strong written and verbal communication skills
• Working knowledge and background in multistate tax jurisdictions

Preferred

• Experience in payroll tax outsourcing

Location

Not specified

Compensation & Benefits

Not specified