Supervisory Tax Analyst

Internal Revenue Service • Chamblee, GA

1d

About The 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. Assignments support organizational priorities such as improving taxpayer experience, reducing inventory backlogs, enhancing compliance, and protecting revenue.

The supervisor establishes performance expectations, monitors progress against program metrics such as level of service, case resolution timeframes, and accuracy rates, and ensures timely completion of analytical projects and program reviews. The role provides expert technical guidance on taxpayer service policies, procedures, and systems, and reviews work products for accuracy, consistency, and alignment with IRS strategic objectives and regulatory requirements.

Personnel responsibilities include workforce planning, recruitment, performance management, employee development, and addressing conduct or performance issues. The supervisor fosters a collaborative, high-performing work environment, promotes continuous improvement, and develops staff expertise in taxpayer service operations and analytical methodologies.

As a front-line manager, the role also plans and schedules subordinate work, assigns duties, evaluates performance, advises employees, interviews candidates and recommends personnel actions, resolves complaints, takes or recommends disciplinary actions, identifies training needs, and initiates improvements to production, work processes, and quality.

Requirements

• One year of specialized experience at a level equivalent to the next lower level in the normal line of progression, demonstrating required managerial skills and technical competence.
• Experience applying tax administration policies, procedures, and compliance strategies to taxpayer-facing programs, including understanding the effects of legislative and regulatory changes on service delivery and taxpayer rights.
• Experience applying analytical and evaluative methods to assess large-scale, high-volume programs, identify taxpayer behavior and program performance trends, and develop data-driven recommendations to improve service, compliance, and operational efficiency.
• Experience overseeing workload management, inventory control, performance metrics, and resource allocation to evaluate and improve program effectiveness within campus and nationwide operations.
• Experience interpreting ambiguous guidance, developing procedures, and recommending policy changes that balance taxpayer service and compliance objectives.
• Communication skills to prepare comprehensive reports, develop IRM guidance, and present findings to senior leadership and external stakeholders.
• Interpersonal and negotiation skills to work with diverse stakeholders, resolve competing priorities, and reach consensus on sensitive issues affecting taxpayer service and compliance programs.
• Experience applying principles and programs of Accounts Management (AM), Field Assistance (FA), Electronic Products & Services Support (EPSS), and/or Automated Collections System (ACS) in support of customer needs and program goals.
• 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 announcement closing or applicable cut-off date.
• Subject to a one-year supervisory or managerial probationary period unless already completed.
• Must obtain and use a Government-issued charge card for business-related travel.
• Federal experience is not required; qualifying experience may have been gained in the public sector, private sector, or through volunteer service. Part-time work is credited on a prorated basis.

Responsibilities

• Plan and schedule work, set short-term priorities, and assign work to subordinates according to priorities, assignment requirements, and employee capabilities.
• Evaluate subordinate performance and recommend recognition or disciplinary action; provide advice, counsel, and instruction on work and administrative matters.
• Interview candidates and recommend appointments, promotions, or reassignments.
• Hear and resolve employee complaints and refer group grievances or serious unresolved complaints as appropriate.
• Identify employee development and training needs and provide or arrange training.
• Initiate improvements to production, work processes, and work quality.
• Provide technical and administrative leadership to analysts supporting RICS, CAS, CARE, and Operations Support programs.
• Plan, assign, and evaluate complex analyses of taxpayer service operations, including refund integrity, account resolution, customer contact, and taxpayer education.
• Align assignments with organizational priorities, including improving taxpayer experience, reducing inventory backlogs, enhancing compliance, and protecting revenue.
• Establish performance expectations, monitor program metrics, and ensure timely completion of analytical projects and program reviews.
• Provide technical guidance on taxpayer service policies, procedures, and systems, and review work products for accuracy, consistency, and compliance with IRS objectives and requirements.
• Manage workforce planning, recruitment, performance, employee development, and conduct or performance issues.
• Promote collaboration and continuous improvement, and develop staff expertise in taxpayer service operations and analytical methodologies.

Benefits

• Alternative work schedules and staggered work hours may be available.
• The posting refers current employees to information about the benefits offered by the IRS but does not specify individual benefits.

What This Job Offers

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