Salary: $72,420.00 - $119,592.00 Annually
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 2026-158
Department: Dept. of Revenue
Division: Taxpayer Services
Opening Date: 08/26/2026
Closing Date: 9/9/2026 11:59 PM Pacific

Description
The Department of Revenue (DOR) is currently seeking to fill the Telephone Information Center Manager in the Taxpayer Services division (TPS) in Tumwater, WA. This is a rare and exciting opportunity for a dynamic customer service leader to serve in an amazing organization, doing meaningful work with a dedicated and professional team of tax administration experts. The Telephone Information Center Manager enables the division to successfully accomplish its responsibilities by providing effective leadership and oversight of the contact center program and staff. This vital position ensures that employees are appropriately trained to navigate an increasingly complex business licensing and tax structure and environment providing customers with accurate, timely and consistent information. Through effective customer education and assistance, this position supports customers in accurately registering their business and maintaining required licenses and endorsements and meeting their tax reporting and licensing requirements to promote and increase voluntary compliance. This position also has oversight of employees who assist customers in registering and renewing their business licenses and endorsements in which more than 250 endorsements are offered from 9 state agencies (including Revenue) and 850 licenses from over 220 city partners.

The position establishes and maintains high standards for customer service and employee performance. Employees are trained to actively listen to customer questions, ask appropriate follow-up questions, explain available resources including MyDOR, public website, publications, rulings, and other Department resources available to them. Employees are also trained in cash handling responsibilities, effectively managing difficult calls, written communications and in-person customer interaction.

This position reports to the TPS Division Program Manager and supports the agency's goals including:

• Workforce management - We attract and develop the best teams.
• Tax and program administration - Simplify, educate, and enforce.
• Customer experience - Build relationships. Empower success.
• Promote innovation - Ideas creating value.

Duties

• Directly manage one management analyst and five supervisors who oversee and support approximately 60 staff including leads, front counter and written communications staff.
• Provide leadership, direction, coaching, performance management and professional development to supervisors and staff. Promote accountability, effective communication, employee engagement and a diverse and inclusive workplace.
• Make hiring and promotional recommendations, develop employees for advancement, support succession planning and take corrective personnel actions when appropriate.
• Plan, lead, organize and direct contact center operations to ensure effective and efficient use of staffing, technology and other resources while maintaining high-quality, timely, accurate and consistent customer service.
• Monitor contact center systems and technology, review daily system reports, identify operational issues and direct appropriate troubleshooting and resolution. Maintain working knowledge of IVR functionality, call distribution, and visual management dashboards to ensure reliable and effective operations.
• Ensures front counter cash handling procedures are current, documented, communicated and consistently adhered to.

Qualifications
Please ensure that your application materials address the following competencies and qualifications~
The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position.

Demonstrated ability to provide effective leadership and people management, shown through progressive experience coaching, mentoring, motivating, and developing staff to support performance, engagement and professional growth; effectively influencing others, providing clear direction and seeking opportunities to strengthen leadership capabilities.

Proven ability to supervise, mentor, and develop professional and technical staff, shown through experience conducting performance evaluations, directing work, implementing corrective action, and managing staffing resources.

Demonstrated ability to interpret and apply collective bargaining agreements, civil service rules, and agency HR policies, gained through experience administering corrective actions, resolving grievances, and supporting equitable and consistent personnel practices.

Proven ability to communicate clearly and professionally with staff, leadership, internal and external customers, and partners, supported by experience building productive working relationships across all levels of the organization.

Progressive experience prioritizing competing demands and managing multiple projects and deadlines, demonstrated by maintaining organized and efficient workflows in a fast-paced call center environment.

Demonstrated ability to analyze complex issues, evaluate options, and make timely, well-informed decisions, shown through applying using sound judgment, creativity and innovative problem solving in professional work settings.

Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others
• Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.

Preferred Qualifications:

Experience with the organization and functionality of state government.

Knowledge of the Department's organization and functions, including account administration, return processing, collection, unclaimed property, miscellaneous tax, legislative, audit, and review/appeal processes in order to provide information and refer staff to the appropriate section or person in the Department for contacts outside the scope of the Telephone Information Center.

Knowledge of Washington's licensing and tax structure, including excise tax rules and laws.

Knowledge of Information and technology systems, networks, PCs, servers, printers, faxes, etc., and the interaction of these systems.

To be considered:

• Complete the online application in detail.
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Supplemental Information
Questions?
My name is Chuck, and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee, I understand how important it is to find meaningful work, in an organization with strong values, a good culture, attractive benefits, and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is , or if you prefer, you may contact me by phone at (360) 704-5737.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth before attaching.

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for ful