Supervisory Contact Representative Temp Prom/Detail NTE 1 Year, MBE 5 Years, MBMP

Internal Revenue Service•Philadelphia, PA

About The Position

This temporary promotion/detail position is in Taxpayer Services, Accounts Management, Philadelphia. The position provides first-line supervision to employees performing complex technical work involving taxpayer contact, case analysis, and resolution of tax-related inquiries. The supervisor plans, organizes, assigns, and controls work using workload management tools, program reports, and inventory tracking systems to ensure assignments are completed accurately and on time. The supervisor monitors work and inventory, reviews completed work for quality and compliance with tax laws, regulations, and Internal Revenue Manual (IRM) procedures, and takes corrective action as needed. The role exercises supervisory authorities over assigned staff, including communicating performance expectations, evaluating performance, providing feedback, addressing employee concerns, and initiating appropriate personnel actions. It also includes administrative and personnel management duties such as approving leave, certifying time and attendance, ensuring adequate staffing, and supporting position management. Training and developmental needs are identified and addressed through direct or coordinated training. 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

At least one year of specialized experience at a level equivalent to the next lower level, demonstrating required managerial skills and technical competence.
Experience applying management techniques, methods, theories, principles, or labor-relations concepts to accomplish program objectives with technical and administrative oversight.
Experience applying regulations and official guidance 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 and implementing corrective actions to improve quality, timeliness, and efficiency.
Experience distributing, balancing, and monitoring employee workload and adjusting priorities to meet program requirements.
Experience planning, assigning, directing, and reviewing work; evaluating performance; and taking corrective or disciplinary action as appropriate.
Experience identifying employee training and developmental needs and providing or coordinating training.
Experience providing employees with guidance, feedback, and direction and coordinating with management.
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 announcement closing or cutoff date.
Subject to a one-year supervisory or managerial probationary period unless already completed.

Responsibilities

Plan and prioritize work, prepare schedules, assign work based on program priorities and employee capabilities, and adjust assignments to meet changing demands.
Use workload management tools, program reports, and inventory tracking systems to control work and ensure timely completion of assignments.
Monitor work in progress and review completed work for quality, accuracy, and compliance with tax laws, regulations, and IRM procedures; take corrective action as needed.
Maintain inventory within established aged criteria and implement corrective measures to address overage conditions.
Exercise supervisory authorities, communicate performance expectations, evaluate employee performance, and provide ongoing feedback.
Identify employee training and developmental needs and provide or coordinate training.
Interview candidates and recommend selections for appointment, promotion, reassignment, or detail.
Initiate appropriate recognition and disciplinary actions 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 appropriate level, referring complex matters as necessary.
Maintain and review position descriptions and organizational alignment.
Analyze workload data, quality metrics, and program reports to identify trends and implement corrective actions.
Ensure compliance with policies and procedures, including IRM requirements, disclosure standards, and taxpayer rights provisions.
Coordinate with management and communicate program expectations, performance results, and operational issues.