Supervisory Contact Representative (Centralized Evaluative Review Group Manager)

Summary

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management - Andover - Taxpayer Services, Customer Services. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions. Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Initiate ways to improve production, work processes and/or to increase the quality of the work directed. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Provides first-line supervision to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries. Plans, organizes, assigns, and controls work using workload management tools, program reports, and inventory tracking systems (e.g., aged listings, Control-D, and Accounts Management systems) to ensure timely and accurate completion of assignments. Establishes priorities, balances workload among employees based on program requirements and individual capabilities, and adjusts assignments to meet changing demands. Monitors work in progress and reviews completed work for quality, accuracy, and compliance with applicable tax laws, regulations, and Internal Revenue Manual (IRM) procedures, taking corrective action as needed. Ensures inventory is maintained within established aged criteria and implements corrective measures to address overage conditions. Exercises the full range of supervisory authorities over assigned staff in accordance with established policies and procedures. Develops and communicates performance expectations, evaluates employee performance, and provides ongoing feedback to improve individual and team effectiveness. Identifies training and developmental needs and provides or coordinates training to enhance employee proficiency in interviewing techniques, application of tax law, case analysis, and compliance determination. Interviews candidates and recommends selections for appointment, promotion, reassignment, or detail. Initiates appropriate personnel actions, including recognition and disciplinary measures, in accordance with applicable guidelines. Performs administrative and personnel management functions, including approving leave, certifying time and attendance, and ensuring adequate staffing to meet workload requirements. Addresses employee concerns and resolves issues at the lowest appropriate level, referring more complex matters as necessary. Supports effective position management by maintaining and reviewing position descriptions and organizational alignment. Applies advanced interviewing and analytical techniques to obtain, clarify, and verify sensitive personal and financial information. Assesses taxpayer circumstances, identifies underlying issues, and determines appropriate courses of action to resolve inquiries and support voluntary compliance. Addresses complex situations such as innocent spouse claims, bankruptcy, and unreported income, ensuring adherence to disclosure and reporting requirements. STANDARD POSITION DESCRIPTIONS (SPD): PD98335 Visit the IRS SPD Library to access the position descriptions.

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. QUALIFICATION REQUIREMENTS: To qualify for this position you must meet the qualification requirements outlined below: SPECIALIZED EXPERIENCE: IR-7 Level: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include: Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight. This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others; Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled; including ensuring consistent application of Internal Revenue Manual (IRM) guidelines, quality standards, and evaluative review procedures across a team or program. Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers; Using the Centralized Evaluative Review 2.0 SharePoint and EQRS; Analyzing workload data, quality metrics, and program reports to identify trends, assess program effectiveness, and implement corrective actions to improve quality, timeliness, and efficiency; Distributing, balancing, and monitoring workload among employees, adjusting priorities, and ensuring timely completion of assignments in accordance with program requirements; Planning, assigning, directing, and reviewing work; evaluating employee performance; and taking appropriate corrective or disciplinary actions to ensure program goals are met; Identifying training and developmental needs of employees and providing or coordinating training to improve technical proficiency, evaluative review skills, and adherence to procedures; Ensuring compliance with policies and procedures, including IRM requirements, disclosure standards, and taxpayer rights provisions; Providing guidance, feedback, and direction to employees, coordinating with management, and communicating program expectations, performance results, and operational issues. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competit