Supervisory Tax Analyst

Internal Revenue Service•Fresno, CA

About The Position

As a Front Line Manager, you will plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work. You will assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. You will evaluate the work performance of subordinates and make recommendations for outstanding performance recognition and/or disciplinary action. You will give advice, counsel, or instruction to employees on work and administrative matters. You will interview candidates for positions within the organization/unit and recommend appointment, promotion, or reassignment to such positions. You will hear and resolve complaints from employees, and refer group grievances and/or more serious unresolved complaints as appropriate. You will effect minor disciplinary measures, such as warnings and reprimands, and recommend other actions in more serious cases. You will identify developmental and training needs of employees, providing or arranging for needed development and training. You will initiate ways to improve production, work processes, and/or to increase the quality of the work directed. This position serves as a first-level supervisor providing technical and administrative leadership to a team of analysts supporting programs within Return Integrity & Compliance Services (RICS), Customer Account Services (CAS), Customer Assistance, Relationship and Education (CARE), and Operations Support. The supervisor plans, assigns, and evaluates work involving complex analyses of taxpayer service operations, including refund integrity programs, account resolution processes, customer contact strategies, and taxpayer education initiatives. Ensures that assignments are aligned with organizational priorities, including improving taxpayer experience, reducing inventory backlogs, enhancing compliance, and protecting revenue. The supervisor establishes performance expectations, monitors progress against key program metrics (e.g., level of service, case resolution timeframes, accuracy rates) and ensures timely completion of analytical projects and program reviews. Provides expert technical guidance on taxpayer service policies, procedures, and systems, and reviews work products to ensure accuracy, consistency, and alignment with IRS strategic objectives and regulatory requirements. The supervisor exercises personnel management responsibilities, including workforce planning, recruitment, performance management, employee development, and addressing conduct or performance issues. Fosters a collaborative and high-performing work environment, promotes continuous improvement, and develops staff expertise in taxpayer service operations and analytical methodologies. In addition, the supervisor serves as a liaison between senior leadership and staff, communicating program priorities, policy changes, and operational challenges affecting taxpayer services. Represents the organization in cross-functional meetings and initiatives involving other IRS functions, advocating for program needs and resolving issues that impact service delivery. The supervisor ensures that team outputs support program goals, improve taxpayer outcomes, and comply with applicable laws, policies, and internal controls, while identifying opportunities for innovation and process improvement within Taxpayer Services operations.

Requirements

One (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job.
Leading and supervising employees while ensuring the delivery of quality customer service and achieving organizational performance goals.
Planning and directing daily operations; assigning and monitoring workloads; coaching, mentoring, and developing employees; conducting performance evaluations; and addressing employee relations issues.
Analyzing performance metrics, identifying trends, implementing process improvements to increase efficiency and customer satisfaction, and ensuring compliance with organizational policies, quality standards, and service level agreements.
Developing, implementing, and monitoring policies, procedures, and internal processes related to correspondence.
Managing projects or programs by establishing short- and long-term goals, identifying resource requirements, monitoring progress, and evaluating program effectiveness.
Coordinating with executive leadership, program managers, contractors, and external stakeholders to negotiate program or project requirements, resolve operational issues, and support organizational objectives.
Implementing process improvements that enhance productivity, operational efficiency, accuracy, and customer service outcomes.
Completing administrative and personnel-related duties using automated management systems.
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, known as time after competitive appointment.

Nice To Haves

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education.

Responsibilities

Plan work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work.
Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
Evaluate work performance of subordinates and make recommendations for outstanding performance recognition and/or disciplinary action.
Give advice, counsel, or instruction to employees on work and administrative matters.
Interview candidates for positions within the organization/unit and recommend appointment, promotion, or reassignment to such positions.
Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
Identify developmental and training needs of employees, providing or arranging for needed development and training.
Initiate ways to improve production, work processes, and/or to increase the quality of the work directed.
Serve as a first-level supervisor providing technical and administrative leadership to a team of analysts supporting programs within Return Integrity & Compliance Services (RICS), Customer Account Services (CAS), Customer Assistance, Relationship and Education (CARE), and Operations Support.
Plan, assign, and evaluate work involving complex analyses of taxpayer service operations, including refund integrity programs, account resolution processes, customer contact strategies, and taxpayer education initiatives.
Ensure that assignments are aligned with organizational priorities, including improving taxpayer experience, reducing inventory backlogs, enhancing compliance, and protecting revenue.
Establish performance expectations, monitor progress against key program metrics (e.g., level of service, case resolution timeframes, accuracy rates), and ensure timely completion of analytical projects and program reviews.
Provide expert technical guidance on taxpayer service policies, procedures, and systems, and review work products to ensure accuracy, consistency, and alignment with IRS strategic objectives and regulatory requirements.
Exercise personnel management responsibilities, including workforce planning, recruitment, performance management, employee development, and addressing conduct or performance issues.
Foster a collaborative and high-performing work environment, promote continuous improvement, and develop staff expertise in taxpayer service operations and analytical methodologies.
Serve as a liaison between senior leadership and staff, communicating program priorities, policy changes, and operational challenges affecting taxpayer services.
Represent the organization in cross-functional meetings and initiatives involving other IRS functions, advocating for program needs and resolving issues that impact service delivery.
Ensure that team outputs support program goals, improve taxpayer outcomes, and comply with applicable laws, policies, and internal controls, while identifying opportunities for innovation and process improvement within Taxpayer Services operations.