Supervisory Contact Representative Temporary NTE 1 year, MBE up to 5 years, may be made permanent
What you'd do
WHAT IS Tax Payer 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 - REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major 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. Duties as required by the position 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 STANDARD POSITION DESCRIPTIONS (SPD): PD92411 Visit the IRS SPD Library to access the position descriptions.
What you need to qualify
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. IR07-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 (GS09) 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 by 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.) Applying interviewing techniques and customer service principles to obtain and verify sensitive personal and financial information, effectively explain complex tax issues and compliance requirements to taxpayers or their representatives, assessing taxpayer circumstances, and distinguish between errors and potential noncompliance to make sound determinations. Utilizing tax computation principles to calculate or advise on tax liabilities, penalties, and assessments involving varied income sources, deductions, and credits, including application of tax code provisions and precedents. Applying supervisory principles and administrative practices, including workload planning, assignment, monitoring, and performance management to direct work, evaluate employee performance, support employee development and apply problem-solving and decision-making techniques to resolve operational and personnel issues. Utilizing program systems, inventory control processes, program reporting tools, and quality review systems to monitor performance, manage inventory, and ensure timely case resolution in accordance with IRM 1.4.16 requirements. 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 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.
Before you apply
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