The Tax Data Specialist Lead is responsible for supporting the Tax Data Specialist team with queue management, escalation management and as a subject matter expert and first line of approach for resolution of team questions.
Queue management support, backing up other team members, addressing workload balancing and case assignment or redistribution
Escalation assistance and review/assistance of Sev 1 and 2 cases
Review cases and flag for QA review
Review reopened cases to identify opportunities for first-touch closure
Review aged cases for opportunity to resolve
Assisting team members with PBI report review and resolution
Support and/or assignment of high touch/high profile customers
Support team with enhancement identification and enhancement process
Report back trends and opportunities to leadership
Assumes other duties as assigned by Manager
Provide outstanding tax service support to OSV customers
Meet strict deadlines for monthly, quarterly, ad hoc reports, and data inquiries to support business needs
As functional subject matter expert, provide directions, instructions and/or training to team
Assist team as needed with daily task and assist with special team projects
Provide professional and timely responses to internal and external customers
Meet quality and production metrics outlined for position
Contribute to a positive, collaborative work environment
Establish and maintain relationship with customers and internal teams to ensure delivery of high quality services and products to internal and external customers
Work closely with the tax services department and other internal teams to deliver excellent customer service related to the entire payroll tax process
Analysis of tax/payroll data on the employer and employee level