Summary
The Payroll Tax Supervisor leads a team of jurisdiction-assigned specialists who support OSV customers by processing amended tax returns. This leadership role is responsible for driving team performance, ensuring service excellence, and providing coaching and support to ensure compliance and timely, accurate amendments. The Supervisor plays a key role in driving quality, performance, and accountability across the team while ensuring service level agreements (SLAs) and team goals are consistently met.
Responsibilities
- Lead and support daily operations of the Tax Amendment team, ensuring timely resolution of tax cases, emails, and internal tasks.
- Monitor individual and team performance by analyzing metrics, quality audits, and productivity reports; prioritize workload, reallocate tasks as needed, and ensure adherence to SLAs and department goals.
- Conduct regular one-on-one meetings with team members to review performance metrics, provide QA-based feedback, coach for growth, and support ongoing professional development.
- Serve as the point of escalation for your team, internal departments, and customer-facing issues; manage escalations collaboratively and drive resolution with a customer-first mindset.
- Ensure accuracy and quality of amended tax returns.
- Lead and support team initiatives, process improvements, and special projects by identifying knowledge gaps, analyzing case trends, and recommending enhancements to documentation, SOPs, and training materials to improve tax compliance and operational efficiency.
- Support hiring, onboarding, and training efforts for new team members, in partnership with leadership and training teams.
- Foster a positive, collaborative team culture while building strong cross-functional relationships to support seamless workflows, aligned customer communication, and a focus on accountability, development, and continuous learning.
Competencies
- Strong verbal and written communication skills, including the ability to coach and deliver constructive feedback
- Effective leadership with a proven ability to develop others, manage performance, and drive accountability
- Analytical mindset with the ability to interpret performance metrics and take data-driven action
- Highly organized, detail-oriented, and able to manage multiple priorities and deadlines in a fast-paced environment
- Self-motivated and proactive, with a strong sense of ownership and the ability to take initiative without prompting
- Collaborative and relationship-focused, with the ability to build strong cross-functional partnerships
- Proficient in Microsoft Office Suite, with advanced Excel skills required
- Working knowledge of payroll tax rules, regulatory requirements, and system configuration best practices
Qualifications
Education/Certification Requirement
Associate’s degree required; Bachelor’s preferred
Required
- 3+ years of experience in payroll tax or tax data management
Preferred
- Leadership or team lead experience required
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