Call Center Manager Jobs in Springfield, IL (NOW HIRING)

Would you like to work for a professional organization which provides steady hours and an exceptional benefits package?  How about a workplace with career and personal growth opportunities?  Then consider working for the Illinois Department of Revenue.  We are hiring a Phone Section Manager (Public Service Administrator Option 2) for the Central Registration Division in our Springfield office.  This position is responsible for overseeing the staff of phone unit professionals.  This position will report to the Division Manager on the impacts proposed legislation has on call center procedures and processes.  The candidate will have experience as a leader in a variety of areas including but not limited to community service groups, various professional positions and/or as a project manager. This position also resolves highly sensitive inquiries initiated from the State’s executive and legislative branches, the Director’s office, as well as State and Federal agencies.  If you are a leader, have the experience to resolve sensitive matters and have the desire to lead a staff of professionals, we want you.  Apply now before time runs out!

• Under general direction, is responsible for the administration and management of the Central Registration Division Phone/Account Maintenance I section.
• Serves as full line supervisor.
• Trains staff and reviews and monitors office workload.
• Confers with taxpayers, their representatives and others and oversees prepared staff responses, answering inquiries or resolving highly technical problems.
• Manages special projects as assigned.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

• Requires knowledge, skill and mental development equivalent to completion of four years of college, preferably with course work in business administration, tax accounting or tax law.
• Requires prior experience equivalent to three years of progressively responsible administrative experience in accounting, finance, sales tax, income tax or tax law.

• Five (5) years of experience supervising a staff of customer service professionals.
• Four (4) years of experience working with Illinois Business Registration requirements, rules and regulations.
• Three (3) years of experience working in project management, including leading and delegating to staff, setting timelines, gathering information, etc.
• Four (4) years of experience utilizing GenTax or similar tax related operating systems.
• Four (4) years of experience developing and presenting training materials in person or virtually using written, verbal and electronic forms of communication.
• Three (3) years of experience managing a Call Center.
• Three (3) years of experience in testing, monitoring, troubleshooting, and implementing legislative tax changes for tax software.

• Requires the ability to successfully complete a tax compliance and fingerprint-based background check.
• Requires ability to travel in the performance of duties, with overnight stays as appropriate. Requires appropriate, valid driver’s license.
• Requires the ability to use and secure a state issued mobile device, e.g., cellular phone, laptop computer, tablet, etc.
• his position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant/employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

The Illinois Department of Revenue (IDOR) is responsible for administering the state's tax laws and collecting taxes in a fair, consistent, and efficient manner. Their goal is to provide accurate, timely, and reliable funding and information to both state and local communities. By implementing best practices, IDOR works to continuously improve and enhance accuracy, efficiency, and productivity across all areas of operations and tax administration. In doing so, they aim to earn respect, deliver value, and serve as a trusted source of information for the public.

IDOR is a professional governmental entity that prioritizes its employees and actively invests in their success through comprehensive training and engagement. As the proud Platinum recipient of the 2026 Bell Seal for workplace mental health, IDOR cultivates an environment that encourages open dialogue and collaboration on mental health issues. With a strong commitment to diversity—both culturally and professionally—IDOR believes that this inclusive approach leads to a more productive workplace, ultimately benefiting the citizens and taxpayers of Illinois.

Economic Interest Reporting:

This position has been found to meet the requirements in section 4A-101 of the Illinois Governmental Ethics Act requiring the occupant/employee to file a Statement of Economic Interest. The Illinois Governmental Ethics Act (5 ILCS 420/4A et seq.) requires certain state officials and employees to file annual Statements of Economic Interest with the Office of the Secretary of State that will be made available for examination and copying by the public. All employees required to file a Statement of Economic Interest are also required to file the Supplemental Statement of Economic Interest with the Executive Ethics Commission. (See Executive Order 15-09) Fines and penalties apply to untimely filings.