Supervisory Contact Representative (Customer Service Group Manager)

Internal Revenue Service•Andover, MA

About The Position

The Supervisory Contact Representative is a Front Line Manager in the Taxpayer Services Accounts Management organization. The manager plans and schedules work, assigns tasks, oversees employee performance, and provides guidance and training. The role also supports staffing decisions, handles employee concerns, and identifies ways to improve production, work processes, and work quality. At the full working level, the position oversees the work of subordinates and recommends recognition, discipline, appointments, promotions, or reassignments as appropriate. Applicants selected at a lower grade may receive training to perform the full-level duties. The position is subject to a supervisory or managerial probationary period of one year unless already completed.

Requirements

One year of specialized experience at the next lower level, demonstrating managerial skills and technical competence.
Experience applying management or leadership techniques and providing technical and administrative oversight to accomplish program objectives.
Experience managing resources, supporting managers, mentoring team members, and providing day-to-day guidance, training, or oversight; this may come from project or program management, team leadership, technical advising, or senior specialist or analyst work.
Experience applying regulations, official guidance, principles, procedures, and techniques relevant to the position.
Experience communicating effectively and diplomatically with internal and external customers.
Experience leading data analysis and program evaluation to drive performance improvements and operational change.
Experience gathering, analyzing, and interpreting performance metrics, such as average time and adherence, to make data-driven decisions.
Experience applying basic budget management principles and practices to maintain and manage financial resources.
Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration.
Current civilian employees must meet the applicable 90-day time-after-competitive-appointment requirement by the announcement closing or cutoff date.
Federal employees must meet applicable time-in-grade requirements; for positions above GS-05, one year (52 weeks) at the next lower grade is required.
Must meet the applicable minimum age requirement for federal employment.
Must be a U.S. citizen or national and provide proof of citizenship.
Males born after December 31, 1959, must be registered with the Selective Service System or prove exemption.
Must provide two forms of identification from Form I-9.
Must satisfy applicable probationary-period requirements.
Must undergo suitability screening, including tax verification, fingerprinting and criminal-history checks, and ongoing Continuous Vetting enrollment.

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 subordinate performance and recommend recognition for outstanding performance or disciplinary action.
Advise, counsel, and instruct employees on work and administrative matters.
Interview candidates for positions in the unit and recommend appointments, promotions, or reassignments.
Hear and resolve employee complaints, referring group grievances or more serious unresolved complaints as appropriate.
Administer minor disciplinary measures, such as warnings and reprimands, and recommend further action in more serious cases.
Identify employee development and training needs and provide or arrange training.
Initiate improvements to production, work processes, and work quality.
Oversee planning, development, and implementation of technical program aspects and use performance analysis to support improvements and operational change.