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Salary: $5,076.00 - $6,670.00
Posted: 10/23/2013

Job Description:
**IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California revenue and taxation code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California revenue and taxation code may prevent you from being hired at FTB. You must verify your filing status by calling 1-800-852-5711 to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD (800) 735-2929.

Under the general direction of the Administrator II, Assistant Section Manager, Filing Enforcement Section (FE), and as a member of the section’s management team, you will supervise staff that handle incoming calls and correspondence related to PIT nonfilers. You will be responsible for directing day-to-day call center activities to make sure service levels and quality performance measures are efficiently and effectively maintained so operational goals and objectives are met. You work collaboratively with your peers to foster a positive environment and ensure operational goals and quality service objectives are met. You will also be involved in diverse activities and responsible for change management activities related to any impact resulting from the implementation of the Enterprise Data to Revenue (EDR) project.


  • Call center supervisory/lead experience
  • Knowledge of/experience working with call center management tools e.g. CCPulse, Configuration Manager
  • Ability to create and maintain a positive and productive work environment
  • Good leadership skills including the ability to engage, develop and mentor staff
  • Strong analytical skills and creative problem solving skills
  • Excellent written and verbal communication skills
  • Excellent organizational and time management skills
  • Ability to work in a team environment while keeping an enterprise perspective and demonstrating initiative, ownership, accountability and independence
  • Working knowledge of PIT and K-1 law
  • Working knowledge of FTB systems (INC, TI, ARCS,PAWS)
  • Ability to create and maintain a positive, productive, and creative work environment that engages employees
  • Bilingual (Spanish)
  • Available to work until 5:30 p.m.

Current state employees with status in the above classification or lateral transfers from an equivalent class, former state employees who can reinstate into this class or persons who are reachable on a current employment list for this classification. A training and development assignment (T & D) may also be considered. All appointments are subject to SROA/Surplus hiring provisions. Surplus candidates must submit an application packet as outlined in this bulletin with a copy of their surplus status letter in order to be considered.

Interested applicants must submit ALL of the following documents:

In order to be considered for this position, all interested candidates must submit a supplemental application. Your response must be no more than two type-written pages in length, using 12-point font, 1-inch standard margins and include your first and last name in the upper right-hand corner of each page. Respond to the following supplemental statement:

  • There are many jobs that require creative or innovative thinking. Provide a specific example of what you have done to encourage innovation in order to accomplish the strategic goals and objectives of your organization.
    • What was the situation?
    • What did you do?
    • What was the outcome?

  • Also include the following:
    • Employer(s) name
    • Your position/title(s)
    • How long you held the position(s)
    • A supervisor’s name(s) who can verify the information

*A completed application includes the position title, position number and contact person’s name in the job title line, and must be signed. Candidates who do not submit all of the required documents (incomplete application packages) will be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview. FTB EMPLOYEES MUST HAND DELIVER OR ROUTE TO: Sylvia Cuenca at M/S F-180. Candidates not currently employed by the Franchise Tax Board must send their application package to the address shown below. Multiple positions may exist for this vacancy.

RPA #1314-1709

Additional Information:

Working Title Position Number
Administrator I 564 - 765 - 4358 - 001
Location County
Filing Compliance Bureau SACRAMENTO
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
Contact Unit/Address Contact Name/Phone
Exam Unit
P. O. Box 550
Sacramento, CA 95812-0550
Sylvia Cuenca
(916) 845-6981

Special Requirements:
Background Check Required

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Notice: If you are not a current or former State employee, you must first take an examination to obtain list eligibility. This does not apply to Student Assistant vacancies. Learn all about it.

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.