Supervisory Contact Representative (Bilingual - Spanish), Temp NTE, MBE up to 5 Years, MBMP

Internal Revenue Service; Bayamón (PR); On-site; USD 85,000 - 130,000; Full time

Job summary

Internal Revenue Service seeks a seasoned program manager to lead Accounts Management in Puerto Rico, applying strong leadership and analytic skills. The role emphasizes compliance with IRM, workload balancing, and staff development in a federal environment.

Experience with program oversight, cross-functional coordination, and bilingual English/Spanish proficiency is required. This position may involve complex regulatory guidance and performance monitoring, with opportunities to influence

Qualifications

• Experience leading teams and projects in a federal setting.
• Ability to apply IRM guidelines and program policies.
• Proven skill in prioritizing workloads and mentoring staff.

Responsibilities

• Provide managerial oversight for programs with technical and administrative duties.
• Monitor workload, quality metrics, and timeliness; adjust priorities as needed.
• Train staff and ensure compliance with procedures and policies.

Skills

Leadership

Regulatory compliance

Program management

Data analysis

Job description

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management - Puerto Rico - Accounts Management REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE:

IR-7 Level: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS 9 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. To be qualifying for this position your experience must include:

• Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight. This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others;
• Experience applying regulations, other official guidance and principles, including the latest procedures and techniques sufficient to oversee the planning, development and implementation of the technical aspects of programs specific to the position being filled; including ensuring consistent application of Internal Revenue Manual (IRM) guidelines, quality standards, and evaluative review procedures across a team or program.
• Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers;
• Using the Centralized Evaluative Review 2.0 SharePoint and EQRS;
• Analyzing workload data, quality metrics, and program reports to identify trends, assess program effectiveness, and implement corrective actions to improve quality, timeliness, and efficiency;
• Distributing, balancing, and monitoring workload among employees, adjusting priorities, and ensuring timely completion of assignments in accordance with program requirements;
• Planning, assigning, directing, and reviewing work; evaluating employee performance; and taking appropriate corrective or disciplinary actions to ensure program goals are met;
• Identifying training and developmental needs of employees and providing or coordinating training to improve technical proficiency, evaluative review skills, and adherence to procedures;
• Ensuring compliance with policies and procedures, including IRM requirements, disclosure standards, and taxpayer rights provisions;
• Providing guidance, feedback, and direction to employees, coordinating with management, and communicating program expectations, performance results, and operational issues.

AND

You must also meet the following requirement(s):

• TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, 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.
• BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position.

For more information on qualifications please refer to OPM's Qualifications Standards.
Go to Understanding the IRS Paybands for GS/IR conversion.