Supervisory Contact Representative (Centralized Evaluative Review Group Manager)

Internal Revenue Service; Andover (MA); On-site; USD 75,000 - 110,000; Full time

Job summary

Internal Revenue Service in Andover, MA seeks a leadership role in Taxpayer Services, Accounts Management. The position requires strong managerial and technical expertise to oversee planning, development and implementation of programs while ensuring IRM compliance and high-quality taxpayer service.

Candidates will guide teams, allocate resources, provide training, evaluate performance, and communicate program expectations.

Qualifications

• Experience demonstrating management/leadership for program objectives with technical and administrative oversight.
• Experience as project/program manager or team lead with resource management and mentoring.
• Experience applying regulations and IRM guidelines to programs.
• Ability to interact diplomatically with internal and external customers; analyze workload data and program reports.

Skills

Leadership experience

Program management

Regulatory compliance

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 - Andover - Taxpayer Services, Customer Services. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

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.

QUALIFICATION REQUIREMENTS: To qualify for this position you must meet the qualification requirements outlined below:

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