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Lead Customer Service Representative

Collections and Tax Assistance (CATA) Training

Department of Revenue

Annual Salary: $40,660.80

DOR VISION: To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

The Training Unit Lead serves a critical role in developing, supporting, and enhancing the performance of employees throughout the Collection and Tax Assistance (CATA) Call Center. This position combines leadership, training, quality assurance, and process improvement responsibilities to ensure employees have the knowledge, tools, and resources necessary to provide exceptional customer service.

This position supervises training staff, facilitates classroom and virtual learning, monitors call center interactions for quality and accuracy, maintains procedural guidance and training materials, and serves as a subject matter expert for individual income tax and business tax programs. The Training Unit Lead works closely with management to identify training opportunities, improve employee performance, and ensure consistency across all customer interactions.

Job Details - More reasons to love this position The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g., shift or time-of-service pay).

Contact Details - If you have questions or require any accommodations to participate in the application or interview process please contact: PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources office at (573) 751-1291.

The State of Missouri is an equal opportunity employer.

The State of Missouri is an equal opportunity employer and is committed to developing and maintaining a talented workforce.

Responsibilities

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

This description may not include all duties, knowledge, skills, or abilities associated with this position.

Training & Knowledge Development

- Facilitate new employee onboarding and ongoing training programs for call center staff.
- Develop, update, and deliver classroom, virtual, and one-on-one training sessions.
- Assess training effectiveness and identify opportunities to improve employee knowledge and performance.
- Serve as a subject matter expert on tax programs, call center processes, and customer service standards.
- Partner with management to identify knowledge gaps and implement targeted training solutions.

Procedure & Knowledge Management

- Maintain and update departmental training materials, procedural guides, and knowledge resources.
- Ensure OneNote documentation remains accurate, current, and aligned with policy and procedural changes.
- Research changes to laws, policies, and procedures and incorporate updates into training content and reference materials.
- Promote consistency in messaging and guidance across all call center teams.

Quality Assurance & Performance Monitoring

- Monitor and evaluate phone calls, chats, and other customer interactions for quality, accuracy, professionalism, and compliance.
- Provide constructive feedback and coaching to employees and supervisors based on monitoring results.
- Analyze quality assurance trends and recommend strategies to improve customer experiences and operational efficiency.
- Track and report quality metrics, training outcomes, and performance improvement initiatives.

Operational Support

- Assist staff and supervisors with complex customer inquiries and escalated situations.
- Analyze operational and performance data to support departmental goals.
- Participate in process improvement initiatives and recommend enhancements to procedures and workflows.
- Conduct and attend meetings, workgroups, and special projects as assigned.
- Communicate professionally and effectively with internal and external stakeholders.

CORE COMPENTENCIES NEEDED:

Leadership & Coaching

- Employee Development
- Coaching and Mentoring
- Team Leadership
- Accountability

Communication

- Public Speaking and Presentation Skills
- Effective Written Communication
- Clear Verbal Communication
- Active Listening

Technical & Analytical Skills

- Computer Literacy
- Intermediate Excel Skills
- Data Analysis and Reporting
- Quality Assurance Evaluation

Personal Effectiveness

- Strategic Thinking
- Attention to Detail
- Organization and Time Management
- Adaptability
- Self-Directed Learning
- Continuous Improvement Mindset

Training & Knowledge Management

- Adult Learning Principles
- Curriculum Development
- Facilitation Skills
- Documentation Management

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