• Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts • Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs • Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with Toast Payroll • Train and develop members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities • Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate • Communicate and influence new ideas for improvement with a solutions oriented mindset • Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations • Ensure Service Level Agreements (SLA) for tax related cases are met • Provide subject matter expertise related to payroll and tax filing. • Provide Payroll analytics and reporting to management • Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes