Supervisory Contact Representative (Customer Service Group Manager)

Internal Revenue Service; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Internal Revenue Service is seeking qualified staff for a field position within the Taxpayer Services Division. The role emphasizes leadership, program oversight, and regulatory application to achieve program objectives.

The ideal candidate will demonstrate management experience, data-driven decision making, and strong communication with diverse stakeholders. Federal experience is not required, but understanding of government processes is essential for success in this field.

Qualifications

• One year of specialized experience at the GS-09 level or equivalent, with the ability to handle program management tasks.
• Experience demonstrating management/leadership, including guiding teams and providing day-to-day oversight.
• Experience applying regulations and official guidance; oversee technical aspects of programs.
• Experience using effective communication to interact with internal and external customers.
• Experience leading data analysis and program evaluation to drive performance improvements.
• Experience gathering and interpreting performance metrics to inform decisions and resource decisions.

Skills

Leadership management

Data analysis

Program evaluation

Regulatory knowledge

Communication skills

Budget management

Job description

WHAT IS THE TAXPAYER SERVICES DIVISION?

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 - IDT/Victim Assistance - Field - 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.

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 at the GS-09 level:

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