Supervisory Contact Representative (Customer Service Group Manager)

Internal Revenue Service; Andover (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Internal Revenue Service in Andover, MA seeks a candidate for the TS SC - Accounts Management position. This posting emphasizes leadership, data analysis, and program management responsibilities within the Taxpayer Services unit.

Federal experience is not required; applicants from public or private sectors are welcome. Applicants must demonstrate experience in managing programs, applying regulations, communicating with customers, and using performance metrics to drive improvements, with

Qualifications

• One year of specialized experience at a level equivalent to the next lower in the federal pay scale demonstrating managerial skills and technical competence.
• Experience applying regulations and guidance to plan, develop, and implement technical program aspects.
• Experience interacting with internal and external customers in a diplomatic and effective manner.
• Experience leading data analysis and program evaluation to drive performance improvements and changes.
• Experience gathering, analyzing, and interpreting performance metrics to make data-driven decisions.
• Experience applying basic budget management principles and practices to manage financial resources.

Skills

Management experience

Data analysis

Program evaluation

Communication with customers

Budget management

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. Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. 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-time work 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: 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.
  • Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
  • Leading data analysis and program evaluation on major programs segments, organizational structures and/or functional responsibilities to drive performance improvements and operational change.
  • Experience gathering, analyzing, and interpreting performance metrics (e.g. Average time, adherence) to make data driven decisions.
  • Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources).

AND You must also meet the following requirement(s):

• PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration.
• 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 this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens"
• TIME IN GRADE (TIG): Federal employees must meet time-in-grade requirements. For positions above the GS-05,applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions.
• MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have:
  • Graduated from high school or been awarded a certificate equivalent to graduating from high school; or
  • Completed a formal vocational training program; or
  • Received a statement from school authorities agreeing with your preference for employment rather than continuing your education.

For more information on qualifications please refer to OPM's Qualifications Standards.