Supervisory Contact Representative (Customer Service Group Manager)

Internal Revenue Service•Kansas City, MO

About The Position

The Supervisory Contact Representative serves as a front-line manager in the Taxpayer Services Division, providing supervision and direction to employees handling complex taxpayer contact, case analysis, and resolution of tax-related inquiries. The position combines supervisory and administrative oversight with complex technical work involving direct contact with taxpayers and authorized representatives. The manager plans and controls inventory using program reports, workload management tools, workload requirements, and employee capabilities. They set priorities, monitor work, review completed assignments for quality and compliance with tax laws, regulations, and Internal Revenue Manual procedures, and address overdue cases. The role includes managing employee performance, staffing, training, personnel actions, employee concerns, and position management. The position also involves conducting personal and telephone interviews and explaining tax laws, regulations, and reporting requirements across multiple issue areas. The representative assesses taxpayer circumstances, elicits sensitive personal and financial information, evaluates taxpayer understanding, and distinguishes misunderstandings from possible noncompliance. The position is subject to a one-year supervisory or managerial probationary period unless already completed. Alternative work schedules and staggered work hours may be available.

Requirements

One year of specialized experience at a level equivalent to the next lower level in the normal line of progression, demonstrating the managerial skills and technical competence required for the position.
Management or leadership experience applying management techniques, methods, theories, principles, or labor relations concepts to achieve program objectives with technical and administrative oversight.
Experience managing resources, supporting managers, mentoring team members, or providing day-to-day guidance, training, or oversight; experience may be as a project/program manager or lead, technical advisor, or senior specialist/analyst.
Experience applying regulations, official guidance, principles, procedures, and techniques to oversee technical program planning, development, and implementation 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 to make data-driven decisions.
Experience applying basic budget management principles and managing 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 90-day time-after-competitive-appointment requirement by the announcement closing or applicable cutoff date.
Must be a U.S. citizen or national and provide proof of U.S. citizenship.
Males born after December 31, 1959 must be registered with Selective Service or provide proof of exemption.
Must provide two forms of identification for Personal Identity Verification; documents must be unexpired originals or certified copies.
Must satisfy applicable probationary requirements, including a one-year supervisory or managerial probationary period unless already completed.
Must undergo IRS suitability screening, including review of prior IRS employment conduct and income tax verification.
Must undergo a background investigation and enrollment in Continuous Vetting and the FBI Rap Back service.

Responsibilities

Plan and prioritize subordinate work, assign tasks based on workload and employee capabilities, and prepare schedules for completion.
Evaluate employee performance, provide feedback and guidance, and recommend recognition or disciplinary action.
Interview candidates and recommend appointments, promotions, reassignments, or details; take appropriate personnel actions.
Resolve employee complaints and concerns at the appropriate level, referring more complex matters as needed.
Identify employee training and development needs and provide or arrange training.
Improve production, work processes, and quality of work.
Supervise employees performing complex taxpayer contact, case analysis, and tax inquiry resolution.
Plan, organize, assign, and control inventory using program reports, workload management tools, workload requirements, and employee capabilities.
Establish priorities, monitor work in progress, review completed work for quality and accuracy, and ensure adherence to tax laws, regulations, and IRM procedures.
Maintain inventory within established age criteria and take corrective action on overage cases.
Manage administrative functions, including leave, time and attendance, personnel actions, and staffing levels.
Maintain position descriptions and support effective position management.
Conduct personal and telephone interviews with taxpayers and authorized representatives in response to inquiries, notices, or internal assignments.
Explain tax laws, regulations, and reporting requirements, including those involving multiple issues and changing requirements.
Use interviewing techniques to assess circumstances, clarify issues, and advise taxpayers on appropriate actions.
Elicit sensitive personal and financial information while meeting reporting and disclosure requirements.
Evaluate taxpayer information and understanding, distinguishing errors caused by misunderstanding from potential noncompliance.
Use performance metrics and data analysis to guide operational decisions and performance improvements.