Tax Data Specialist Lead

Overview

The Tax Data Specialist Lead supports the Tax Data Specialist team with queue and escalation management, provides subject-matter expertise, and acts as a first-line resource for team questions and resolution.

Responsibilities

• Provide queue management support, including backing up other team members, balancing workload, and assigning or redistributing cases
• Support escalations and review/assist with Sev 1 and Sev 2 cases
• Review cases and flag items for QA review
• Review reopened cases to identify opportunities for first-touch closure
• Review aged cases to identify opportunities for resolution
• Assist team members with PBI report review and resolution
• Support and/or assign high-touch and high-profile customers
• Support the team with enhancement identification and the enhancement process
• Report trends and opportunities to leadership
• Assume other duties as assigned by the Manager
• Provide outstanding tax service support to customers
• Meet strict deadlines for monthly, quarterly, and ad hoc reports and data inquiries
• Serve as a functional subject-matter expert by providing directions, instructions, and/or training to the team
• Assist the team with daily tasks and support special team projects
• Provide professional and timely responses to internal and external customers
• Meet quality and production metrics outlined for the position
• Contribute to a positive, collaborative work environment
• Establish and maintain relationships with customers and internal teams to ensure high-quality delivery
• Work closely with the tax services department and other internal teams to deliver excellent customer service across the entire payroll tax process
• Perform analysis of tax/payroll data at both the employer and employee level

Requirements

• Associate's degree
• 3–5 years of Payroll Tax experience
• Associates degree or higher (or experience equivalent)
• Organized and detail-oriented with strong written and verbal communication skills
• Working knowledge and background of multistate tax jurisdiction

Preferred Qualifications

• Payroll tax outsourcing experience

Compensation & Benefits

Not specified.

Location

Not specified.