Call Center Supervisor Section V (PUBLIC SERVICE ADMINISTRATOR OPT. 2)

Illinoiscomptroller; Springfield (IL); On-site; USD 96,000 - 105,000; Full time

Job summary

Illinois Department of Revenue in Springfield, IL is seeking a Call Center Supervisor (Public Service Administrator Option 2) to lead a 10-14 staff team in the Taxpayer Assistance Division. This role requires supervision of customer inquiries across tax types and delivering analytical reports to the Division Manager.

The ideal candidate will have a four-year college degree (finance/accounting preferred) and several years of administrative and supervisory experience in tax-related fields, with

Qualifications

• Requires four years of college, preferably in finance, accounting, or related field.
• Three years of progressively responsible administrative experience in accounting, finance, sales tax, income tax or tax law.
• Strong analytical and communication skills.
• Experience supervising staff.

Responsibilities

• Plans, manages and coordinates activities of one Taxpayer Assistance Call Center section.
• Serves as full line supervisor.
• Responds to complex tax inquiries and correspondence.
• Prepares and maintains division reports.
• Directs and participates in special projects.
• Performs other duties within scope.

Skills

Supervisory experience

Analytical skills

Customer service

Oral/written communication

Education

Bachelor's degree in finance, accounting, or related field

Job description

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Call Center Supervisor Section V (PUBLIC SERVICE ADMINISTRATOR OPT. 2)

We continually strive for a workforce that reflects the growing diversity within the State of Illinois. A variety of employee backgrounds, perspectives, ideas and experiences are crucial to our ability to most effectively serve the public. Bilingual skills welcome

Reasonable Accommodation Statement

The State of Illinois is committed to working with and providing reasonable accommodations to people with disabilities. Further, federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job, interview for a job, or for any other activity related to the hiring process. Examples of reasonable accommodation include, but are not limited to, making a change to the application process (if possible), providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

To be provided a Reasonable Accommodation during the hiring process, you will need to provide a certification of disability from a physician, psychiatrist, school official or an Illinois Department of Human Services (DHS) Division of Rehabilitation Services (DRS) Vocational Rehabilitation (VR) Counselor. Supporting documentation should be uploaded under My Documents → Additional Documents section for each application.

Any questions on Reasonable Accommodations can be directed to Central Management Services Disability Resource Center at [e-mail] or call [phone] for further information and to request or discuss an accommodation.

Sponsorship for Employment

The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status), nor is the State able to provide extensions of optional practical training (OPT) under the STEM-designated degree program for F-1 students. To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis.

Disclosure of Salary Information

In compliance with the Illinois Equal Pay Act, 820 ILCS 112/1 et seq., the State does not seek, request, or require a job applicant’s wage or salary history. Employment decisions are not made based on an applicant’s wage or salary history. To that end, please do not include wage or salary information in your resume or other profile or application materials.

Job Requisition ID:58512
Opening Date: 09/02/2026
Closing Date: 09/17/2026
Agency: Department of Revenue
Class Title:PUBLIC SERVICE ADMINISTRATOR - 37015
Skill Option:Fiscal Management/Accounting/Budget/ Internal Audit/Insurance/Financial
Bilingual Option:None
Salary: Anticipated Starting Salary $8,571 - $9,414 monthly
Job Type: Salaried
Category:Full Time
Number of Vacancies: 1
Bargaining Unit Code:None
Merit Comp Code:Yet to be Determined by the ILRB
Work Hours: Monday - Friday; 8:30am - 5pm
Anticipated Hybrid Work Schedule Availability:Not available, fully in office
Headquarter Location:Springfield - 101 W Jefferson St
Work County:Sangamon
Agency Contact: [e-mail]

A resume is highly encouraged to evaluate your qualifications and skills as part of your application. Please attach a DETAILED Resume/Curriculum Vitae (CV) to the MY DOCUMENTS section of your application if you decide to provide one.

Why Work for Illinois?

Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger something that touches the lives of every person who calls Illinois home.

No matter what state career you’re looking for, we offer jobs that fit your life and your schedule flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.

Position Overview

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 Call Center Supervisor (Public Service Administrator Option 2) for one of our six sections in our Taxpayer Assistance Division in Springfield, IL. This position will be responsible for the supervision and evaluation of 10-14 staff members and have technical expertise in Illinois Individual Income Tax, Business Income Tax, Withholding Tax and Sales Tax as well as excellent customer service skills. The successful applicant will be responsible for resolving elevated taxpayer inquiries, assisting staff with procedural inquiries, and providing statistical reports to the Division Manager on call center activities. If you have strong analytical and oral/written communication skills, have the desire to supervise staff, and you can provide top-level customer service to Illinois taxpayers, then we want you! Don’t let this opportunity pass you by.

Essential Functions

• Under general direction, plans, manages and coordinates the activities of one of the six sections of the Taxpayer Assistance Call Center that serves state-wide taxpayers with tax inquiries relating to Sales & Use, Individual, Business and Withholding Income taxes.
• Serves as full line supervisor.
• Responds to complex tax inquiries, correspondence and communications with taxpayers.
• Prepares and maintains division reports and advises Division Manager of any corrective actions.
• Directs, coordinates and participates in a variety of special projects as instructed by the Division Manager.
• Performs other duties as required or assigned, which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to four years of college, preferably with coursework in finance, accounting, or related field.
• Requires prior experience equivalent to three years of progressively responsible administrative experience in accounting, finance, sales tax, income tax or tax law.

Preferred Qualifications

• Three (3) years of experience working with current Illinois tax laws, rules and regulations or working in tax related field.
• Three (3) years of experience exercising judgment and discretion in developing, implementing, and interpreting policies and procedures.
• Three (3) years of experience analyzing tax returns and documents for accuracy and completeness.
• Five (5) years of supervisory experience in staff development including establishing employee goals, evaluating employee performance, and serving discipline as needed.
• Four (4) years of experience generating and analyzing reports on statistical or production data.
• Four (4) years of experience evaluating program initiatives and determining staffing needs to meet area objectives.
• Three (3) years of experience developing and administering a training program, e.g., creating visual presentations and associated materials.
• Three (3) years of experience speaking to various groups conveying policy and procedures in a manner easily understood by diverse audiences.

Conditions of Employment

• 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.
• Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.
• This position has been