Supervisory Contact Representative (Customer Service Group Manager)

Summary

WHAT IS THE TAXPAYER SERVICES DIVISION? 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 - IDT/Victim Assistance - Field - 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 supervision and direction to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries. Plans, organizes, assigns and controls inventory using program reports and workload management tools (e.g., aged listings, Control-D, and other Accounts Management systems) workload requirements, and employee capabilities to ensure timely and accurate completion of assignments. Establishes priorities, monitors work in progress, and reviews completed work for quality, accuracy, and adherence to applicable tax laws, regulations, and Internal Revenue Manual (IRM) procedures, taking corrective action as needed. Ensures inventory is maintained within established aged criteria and takes corrective action on overage cases. Exercises full supervisory authority over assigned staff, including developing and communicating performance expectations, evaluating employee performance, and providing ongoing feedback to improve individual and team performance. Identifies training and development needs and provides or arranges training to enhance employee skills in interviewing techniques, application of tax law, case analysis, and compliance determination. Selects or recommends candidates for appointment, promotion, reassignment, or detail, and takes appropriate personnel actions, including recognition and disciplinary measures. Manages administrative functions, including approving leave, time and attendance, and other personnel actions, and ensures adequate staffing to meet workload demands. Resolves employee concerns at the lowest appropriate level and refers more complex issues as necessary. Maintains position descriptions and supports effective position management. Performs complex technical work involving direct contact with taxpayers and their authorized representatives, including individuals with varying levels of knowledge and professionals such as CPAs, practitioners, and attorneys. Conducts personal and telephone interviews to respond to inquiries initiated by taxpayers, generated through notices, or assigned internally. Provides comprehensive explanations of tax laws, regulations, and reporting requirements involving multiple issue areas with varying conditions, regulatory provisions, and compliance obligations, including those subject to frequent legislative and administrative changes. Applies advanced interviewing techniques to assess individual circumstances, clarify issues, and advise taxpayers on appropriate courses of action to meet their obligations. Elicits sensitive personal and financial information, including cases involving innocent spouse determinations, bankruptcies, undisclosed income, or other complex situations, ensuring compliance with reporting and disclosure requirements. Evaluates information provided to determine the extent of taxpayer understanding and distinguishes between errors due to misunderstanding and those indicating potential noncompliance. Requirements

Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding. Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed). Key Eligibility Requirements: U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so. Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS 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. SPECIALIZED EXPERIENCE: 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 at the GS-09 level: 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. Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers. Leading data analysis and program evaluation on major programs segments, organizational structures and/or functional responsibilities to drive performance improvements and operational change. Experience gathering, analyzing, and interpreting performance metrics (e.g. Average time, adherence) to make data driven decisions. Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources). AND You must also meet the following requirement(s): PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration. 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 competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards. Go to Understanding the IRS Paybands for GS/IR conversion.

Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE). How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. Your application will be assessed on the following leadership and technical competencies for this position: Leadership Accounts Management Call Center Operations General Supervision Quality Management & Assurance Service Delivery The Leadership competency above encompasses six key areas: Leading Change Leading People Results Driven Business Acumen Building Coalitions Fundamentals Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Rating: Your application will be evaluated in accordance with the Service's Merit Promotion Plan. A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified. Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a rating of Highly Qualified or better to be rated as "well qualified" to receive special selection priority. If you are selected, you may be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks. Other Information

Suitability Requirements: Prior IRS Employment - Former employees will be subject to a screening of their prior conduct with the Service. The Taxpayer First Act of 2019, 26 U.S. Code 7804, prohibits the IRS from rehiring certain former employees who were removed from service. Tax Check - Must undergo a review of income tax verification. To check the status of your tax record go to: (https://www.irs.gov/individuals/get-transcript). If you are not in compliance, you will be determined unsuitable for employment with IRS. Fingerprint/Criminal History Check - This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov). Additional Information: Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: IRS (IR) Pay Band Locality Pay tables may be found under 2026 - IR Salary Tables.