Supervisory Contact Representative (Customer Service Group Manager)

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

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.

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

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).