salisbury call center unit manager

Introduction

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OPEN TO ALL QUALIFIED APPLICANTS\r
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This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.\r
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GRADE

18\r

LOCATION OF POSITION

Salisbury, MD\r

POSITION DUTIES

​​Would you like to work in the heart of Maryland Eastern Shore Salisbury? The position of Salisbury Call Center Unit Manager is with the Taxpayer Services Division of the Comptroller of Maryland and is located in city of Salisbury. The main purpose of the Salisbury Call Center Unit Manager is to manage and direct the daily operations of the Salisbury Call Center of the Individual Contact Center (ICC) in the Taxpayer Services Division; to ensure that a full range of taxpayer services are provided to taxpayers and tax preparers who contact the Comptroller's office by telephone, mail, e-fax, or email inquiring about the various tax types administered by the Comptroller of Maryland. This position handles personnel matters for those managed either directly or indirectly. The incumbent will plan, organize, and coordinate the unit's daily operations, as well as evaluate policies and procedures as they relate to the day-to-day operation of the Salisbury Call Center. This position is considered one of the agency's emergency essential personnel and is to ensure that the unit is adequately staffed during normal work hours and is available during emergency situations. Incumbents who successfully complete their probationary period can be considered for telework.​\r
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Please Note:�​�Work is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., in the Taxpayer Services Division's Salisbury Call Center.� Leave may be limited during certain times of the year due to high volume events, projects or special assignments.� Evening and weekend work may be required especially during peak times of the year.� Work may involve special physical demands such as lifting 25 to 35 pounds. Employees are unable to prepare tax returns outside of the requirements of the job or work for private accounting services.� Employees must be able to tolerate an occasional uncomfortable or unpleasant experience presented by upset or irate taxpayers.� The position is considered one of the agency's emergency essential personnel.​\r

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.\r
Experience: Six years of professional work experience in auditing, accounting, tax law, general management, or customer service. Two years of this professional work experience must have involved supervising professional revenue administrators, accountants, or auditors, or providing legal advice requiring the interpretation of tax laws in the capacity of a tax attorney, or having been in a responsible administrative or management capacity.\r
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Candidates may substitute the possession of an associates degree for two years of the required experience in auditing, accounting, tax law, general management, or customer service.\r
Candidates may substitute the possession of a bachelor's degree from an accredited college or university for four years of auditing, accounting, general management, and customer service experience.�\r
Candidates may substitute 30 college credits from an accredited college or university for one year of the required experience up to three years of experience in auditing, accounting, tax law, general management, or customer service.\r
Candidates may substitute graduate education in an academic field related to the required experience from an accredited college or university for the required experience.\r
Candidates may substitute the possession of a Certified Public Accountant (CPA) License for the required experience.\r
Candidates may substitute U.S. Armed Forces military service experience at a rank of Corporal/Petty Officer or higher as a non-commissioned officer in accounting and budget classification or accounting and budget specialty codes in the tax examining field of work on a year-for-year basis for the required experience.\r
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** For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at�\r
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DESIRED OR PREFERRED QUALIFICATIONS

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Managerial experience�\r
Customer service experience�\r
Organizational skills�\r
Management of Call Center or emergency preparedness environment experience�\r
Experience adapting to changing priorities�\r
Experience with personal computer and software applications�\r
Knowledge and experience of Maryland State Tax Laws and Forms�\r
Knowledge and experience of Federal Tax Laws and Forms�\r
Communication skills (both verbal and written)\r
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SPECIAL REQUIREMENTS

1.�Employees in this classification are required to travel in the performance of the duties.\r
2.�Employees in this classification may be assigned duties which require the operation of a motor vehicle.� Employees assigned such duties will be required to possess a driver's license valid in the State of Maryland.\r

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Incomplete information may result in the disqualification of your application.\r
All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.\r
*Resumes will not be accepted in lieu of a completed application.\r

EXAMINATION PROCESS

Only applicants who meet the minimum and selective qualifications for this recruitment will be considered for this opportunity. Approval of your application will be based on a review of your education, training and experience. It is essential that you submit complete and accurate information on your application in order to determine if you meet the qualifications as specified above. Due to the nature of this list, all qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year.\r
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Qualifying applicants are subject to an oral interview. Prior to appointment, the employee must successfully undergo a comprehensive background investigation including a review of criminal, MVA and tax records; and determination of legal authorization to work in the United States or under the United States Immigration Reform and Control Act of 1986. This background check is comprehensive and may involve fingerprinting. Upon initial appointment OR promotion to a position in the State Personnel Management System, an employee is required to serve an initial six- month probationary period. This probationary period may be extended an additional six months under certain circumstances at the discretion of the appointing authority.\r

BENEFITS

STATE OF MARYLAND BENEFITS�\r

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you choose email as the option to submit your application/required additional information, you must include the following information on at least one the pages you submit.\r
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First and Last Name\r
Recruitment Number (located at the top of the bulletin)\r
The last four digits of your SS#\r
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If you have questions or concerns regarding this recruitment, please email��at Comptroller of MD, Office of Human Resources.\r
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If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at or��\r
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As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. Bilingual applicants are encouraged to apply.\r
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We thank our Veterans for their service to our country and encourage them to apply.\r
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Please contact Stanley Harris at��if you need reasonable accommodations.\r