Supervisory Contact Representative - Temporary Promotion/Detail NTE 1 yr, MBE up to 1 yr, MBMP

Internal Revenue Service•Fresno, CA

About The Position

This temporary promotion/detail position is in Taxpayer Services, Service Center, Accounts Management, IDT/Victim Assistance Field (IDTVA). It is open to current permanent IRS competitive service employees in the Taxpayer Services business unit. The role supervises employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries. The supervisor manages workload and inventory, sets priorities, monitors progress, reviews work for quality and compliance, and takes corrective action when needed. The position also includes direct taxpayer contact and complex interviews, as well as personnel, administrative, and employee-development responsibilities. The temporary promotion/detail is for a period not to exceed one year; the announcement also references MBE up to one year and MBMP.

Requirements

One year of specialized experience at a level equivalent to the next lower level in the payband or GS grade, demonstrating required managerial skills and technical competence.
Management or leadership experience applying management techniques, methods, theories, principles, or labor-relations concepts to accomplish program objectives with technical and administrative oversight.
Experience managing resources, supporting managers, mentoring team members, or providing day-to-day guidance, training, or oversight to peers or others.
Experience applying regulations, official guidance, principles, procedures, and techniques to oversee technical program planning, development, and implementation.
Experience using communicative techniques to interact 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 to make data-driven decisions.
Experience applying basic budget management principles and practices to maintain and manage financial resources.
Meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since the latest non-temporary appointment from a competitive referral certificate, by the announcement closing or applicable cutoff date.
Meet the applicable probationary requirements, including completion of any remaining probationary period after transfer, promotion, demotion, or reassignment; the position is subject to a one-year supervisory or managerial probationary period unless already completed.

Responsibilities

Plan and prioritize subordinate work, set short-term priorities, and prepare completion schedules.
Assign work based on priorities, assignment difficulty and requirements, and employee capabilities.
Evaluate subordinate performance and recommend recognition or disciplinary action.
Advise, counsel, and instruct employees on work and administrative matters; resolve employee concerns or refer them as appropriate.
Interview candidates and recommend appointments, promotions, or reassignments; take personnel actions, including recognition and discipline.
Identify employee development and training needs and provide or arrange training.
Initiate improvements to production, work processes, and work quality.
Supervise employees conducting complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries.
Plan, organize, assign, and control inventory using program reports, workload management tools, workload requirements, and employee capabilities.
Set priorities, monitor work in progress, review completed work for quality, accuracy, and compliance with tax laws, regulations, and IRM procedures, and take corrective action.
Maintain inventory within established aged criteria and address overage cases.
Develop and communicate performance expectations, evaluate staff, and provide ongoing performance feedback.
Select or recommend candidates for appointment, promotion, reassignment, or detail, and take appropriate personnel actions.
Conduct personal and telephone interviews with taxpayers and authorized representatives to respond to inquiries.
Explain tax laws, regulations, and reporting requirements involving multiple issue areas and compliance obligations.
Approve leave, time and attendance, and other personnel actions; ensure adequate staffing for workload demands.
Maintain position descriptions and support effective position management.
Use interviewing techniques to assess taxpayer circumstances, clarify issues, and advise on appropriate courses of action.
Elicit and evaluate sensitive personal and financial information, including in cases involving innocent spouse determinations, bankruptcies, or undisclosed income, while observing reporting and disclosure requirements.
Assess taxpayer understanding and distinguish misunderstandings from information indicating potential noncompliance.