Supervisory Contact Representative (Centralized Evaluative Review Group Manager)

Internal Revenue Service • Andover, MA

10d

About The Position

The Supervisory Contact Representative provides first-line supervision to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries. The role plans, organizes, assigns, and monitors work using workload management tools, program reports, and inventory tracking systems to ensure timely, accurate completion of assignments and compliance with tax laws, regulations, and Internal Revenue Manual procedures. The manager balances workload, establishes priorities, reviews work quality, maintains inventory within aged criteria, and takes corrective action when necessary.

The position exercises supervisory authorities over assigned staff, including setting expectations, evaluating performance, providing feedback, arranging training, interviewing candidates, recommending personnel actions, approving leave, certifying time and attendance, and addressing employee concerns. It also supports position management by reviewing position descriptions and organizational alignment.

The position requires advanced interviewing and analytical techniques to obtain and verify sensitive personal and financial information, assess taxpayer circumstances, identify issues, and determine appropriate actions. Cases may involve innocent spouse claims, bankruptcy, and unreported income, with adherence to disclosure and reporting requirements. The work is in the Taxpayer Services, Customer Services organization, Accounts Management, Andover area. A one-year supervisory or managerial probationary period applies unless already completed.

Requirements

• One year of specialized experience at a level equivalent to the next lower level in the normal line of progression, demonstrating managerial skills and technical competence.
• Experience applying management or leadership techniques and providing technical and administrative oversight to accomplish program objectives.
• Experience applying regulations, official guidance, procedures, and techniques to oversee technical program work, including consistent application of IRM guidelines, quality standards, and evaluative review procedures.
• Experience communicating effectively and diplomatically with internal and external customers.
• Experience using Centralized Evaluative Review 2.0 SharePoint and EQRS.
• Experience analyzing workload data, quality metrics, and program reports to assess effectiveness and improve quality, timeliness, and efficiency.
• Experience distributing, balancing, and monitoring employee workload and adjusting priorities to ensure timely completion.
• Experience planning, assigning, directing, and reviewing work; evaluating employee performance; and taking appropriate corrective or disciplinary action.
• Experience identifying employee development needs and providing or coordinating training.
• Experience ensuring compliance with policies and procedures, including IRM requirements, disclosure standards, and taxpayer rights provisions.
• Experience providing employee guidance and feedback, coordinating with management, and communicating expectations, results, and operational issues.
• Current civilian employees must meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, by the announcement closing or applicable cut-off date.
• Subject to a one-year supervisory or managerial probationary period unless already completed.
• A person required to complete a probationary period who transfers, promotes, is demoted, or is reassigned before completing it must complete the remainder in the new position.

Responsibilities

• Plan, organize, assign, and control work using workload management tools, program reports, and inventory tracking systems.
• Set and adjust priorities, balance workload among employees, and modify assignments to meet program requirements and changing demands.
• Monitor work in progress and review completed work for quality, accuracy, and compliance with tax laws, regulations, and IRM procedures.
• Maintain inventory within established aged criteria and implement corrective measures to address overage conditions.
• Exercise supervisory authorities, communicate performance expectations, evaluate employees, and provide ongoing feedback.
• Identify employee training and development needs and provide or coordinate training in interviewing, tax law, case analysis, compliance determinations, and evaluative review.
• Interview candidates and recommend selections for appointment, promotion, reassignment, or detail.
• Initiate appropriate recognition and disciplinary measures in accordance with applicable guidelines.
• Approve leave, certify time and attendance, and ensure adequate staffing for workload requirements.
• Address employee concerns and resolve issues at the lowest appropriate level, referring complex matters as needed.
• Maintain and review position descriptions and organizational alignment to support effective position management.
• Use advanced interviewing and analytical techniques to obtain, clarify, and verify sensitive taxpayer information.
• Assess taxpayer circumstances, identify underlying issues, and determine appropriate actions to resolve inquiries and support voluntary compliance.
• Handle complex matters such as innocent spouse claims, bankruptcy, and unreported income while observing disclosure and reporting requirements.
• Analyze workload data, quality metrics, and program reports to identify trends and implement corrective actions.
• Coordinate with management and communicate program expectations, performance results, and operational issues.

Benefits

• Alternative work schedule and staggered work hours may be available.
• The announcement refers current IRS employees to information about company benefits.

What This Job Offers

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