Call Center Supervisor (Tax Specialist)

$45,000 - $55,000/Yr

Education At Work - Northbridge, MA

Full-time - Mid Level

Northbridge, MA

Administrative and Support Services

About the position

The Team Lead position at Education At Work (E@W) is a seasonal role focused on managing a team of Tax Specialists who support Turbo Tax Live. This role is essential for ensuring high-quality service delivery, coaching team members, and handling customer escalations. The position emphasizes a student-centered culture and aims to empower students from underserved communities through work-based learning programs. The role requires strong leadership skills, tax preparation expertise, and the ability to foster a motivating work environment.

Responsibilities

• Lead and manage a team of 20-25 student Tax Specialists supporting Turbo Tax Live.
• Advocate for customers by identifying their needs and guiding them to appropriate resources.
• Monitor, coach, and provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
• Administer daily schedules and attendance for the agent team.
• Resolve moderately complex problems exercising good judgment.
• Conduct staff meetings and coaching sessions to ensure effective communication.
• Exhibit exceptional time management, organization, and prioritization skills.
• Research, analyze, and determine an appropriate course of action in various situations.
• Able to research IRS and state publications, regulations, and GAAP publications.
• Flexibility to work both AM and PM shifts, including some holidays.
• Excellent numerical, abstract, and verbal reasoning skills.
• Perform other duties as directed by management.

Requirements

• 3 or more years of recent experience preparing federal and state individual 1040 tax returns for clients/customers using commercial tax preparation software.
• 2+ years of leadership experience.
• Active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney with strong tax preparation experience is a plus.
• Must possess or be able to obtain any related State licenses, certificates, permits, or bonds.
• Must possess an active Preparer Tax Identification Number (PTIN).
• Extensive knowledge of tax laws.
• In-depth understanding of tax concepts and processes.
• Experience using major tax preparation software; experience with electronic filing.
• Experience providing support in a technical PC environment is a plus.
• Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit Security criteria.
• Must reside in the United States.

Nice-to-haves

• College degree is a plus, but not required.

Benefits

• Competitive salary ranging from $45,000 to $55,000 per year.
• Opportunities for professional development and talent growth in a diverse environment.