Group/Unit Supervisor

Internal Revenue Service • Holtsville, NY

3d

About The Position

This is a first-line supervisory position in Accounts Management at the Brookhaven Service Center, within the Telephone Systems unit. The supervisor oversees employees engaged in Accounts Management operations, including call site activities and related support functions. The role plans, assigns, and directs work; establishes priorities and performance expectations; and ensures program objectives are completed in alignment with Accounts Management and Taxpayer Services goals.

The supervisor monitors workflow and adjusts assignments in response to workload fluctuations, program priorities, and staffing levels. The position uses workforce management tools, reports, and operational data to balance workloads, manage inventory, and optimize productivity in a high-volume environment. It also oversees daily operations to support accurate, timely taxpayer service, applies IRM 1.4.21 guidelines, and maintains accountability for organizational performance measures, including level of service, accuracy, and efficiency.

The role includes general front-line management responsibilities such as evaluating employee performance, advising and counseling employees, participating in hiring recommendations, resolving complaints, addressing training and development needs, and identifying improvements to production and work processes. The position is open to current permanent IRS competitive service employees in Taxpayer Services business units and is subject to a one-year supervisory or managerial probationary period unless already completed.

Requirements

• One year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level in the normal line of progression, demonstrating managerial skills and technical competence.
• Experience enforcing IRS procedures, Accounts Management programs, and taxpayer assistance processes to ensure accurate program execution and compliance with guidelines.
• Experience applying key performance metrics to evaluate operational effectiveness and support continuous improvement.
• Experience analyzing operational data, identifying trends, and developing data-driven solutions to improve performance, service delivery, and progress toward organizational goals.
• Experience using workforce management tools and operational reports to support decisions and align work with program priorities and service level objectives.
• 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 by the applicable closing or cut-off date.
• A person subject to a probationary period who transfers, is promoted, demoted, or reassigned before completing it must complete the remainder of the period in the new position.
• Obtain and use a Government-issued charge card for business-related travel.
• Applicants must be current permanent IRS competitive service employees in Taxpayer Services business units.

Responsibilities

• Plan subordinate work, set and adjust short-term priorities, and prepare schedules for completing work.
• Assign work based on priorities, assignment difficulty and requirements, and employee capabilities.
• Evaluate employee performance and recommend recognition or disciplinary action as appropriate.
• Advise, counsel, or instruct employees on work and administrative matters.
• Interview candidates and recommend appointments, promotions, or reassignments within the organization or unit.
• Hear and resolve employee complaints and refer group grievances or more serious unresolved complaints as appropriate.
• Apply minor disciplinary measures and recommend further action in more serious cases.
• Identify employee development and training needs and provide or arrange appropriate training.
• Initiate improvements to production and work processes and seek ways to improve work quality.
• Exercise first-line supervisory authority over Accounts Management employees performing call site activities and related support functions.
• Plan, assign, and direct work; establish priorities and performance expectations; and ensure timely completion of program objectives aligned with Accounts Management and Taxpayer Services goals.
• Monitor workflow and adjust assignments according to workload fluctuations, program priorities, and staffing levels to maintain efficiency and meet service level agreements.
• Use workforce management tools, reports, and operational data to balance workloads, manage inventory, and optimize productivity.
• Coordinate daily operations and support consistent, accurate, and timely service to taxpayers.
• Apply IRM 1.4.21 guidelines, oversee program delivery, ensure adherence to Accounts Management procedures, and maintain accountability for performance measures including level of service, accuracy, and efficiency.

Benefits

• Alternative work schedules and staggered work hours may be available.
• The posting refers current employees to IRS employee benefits information but does not specify individual benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed