Group/Unit Supervisor

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
• Brookhaven
• Brookhaven Service Center
• Telephone Systems This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

General Manager Duties: As a Front Line Manager you will: Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.

Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action. Give advice, counsel or instruction to employees on work and administrative matters. Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.

Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate. Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training.

Initiate ways to improve production, work processes and/or to increase the quality of the work directed. The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Exercises first-line supervisory authority over a unit of employees engaged in Accounts Management operations, including call site activities and related support functions.

Plans, assigns, and directs work; establishes priorities and performance expectations; and ensures the timely accomplishment of program objectives aligned with Accounts Management and Taxpayer Services goals. Monitors workflow and adjusts assignments based on workload fluctuations, program priorities, and staffing levels to maintain operational efficiency and meet service level agreements.

Utilizes workforce management tools, reports, and operational data to balance workloads, manage inventory, and optimize employee productivity in a high-volume environment. Ensures effective coordination of daily operations and the consistent delivery of accurate and timely service to taxpayers. Applies IRM 1.4.21 guidelines to oversee program delivery, ensure adherence to Accounts Management procedures, and maintain accountability for achieving organizational performance measures, including level of service, accuracy, and efficiency.

STANDARD POSITION DESCRIPTIONS (SPD): PD91716 Visit the IRS SPD Library to access the position descriptions.

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 : 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 qualified for this position your experience must include: Enforcing IRS procedures, Accounts Management Programs, and taxpayer assistance processes to ensure accurate program execution and compliance with established guidelines; Applying key performance metrics to evaluate operational effectiveness and support continuous improvement efforts; Analyzing operational data, identifying trends, and developing data-driven solutions to improve performance, enhance service delivery, and meet organizational goals; Using workforce management tools and operational reports to support decision making and ensuring alignment with program priorities and service level objectives.

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 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.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page . FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.

You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S.

Education

program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE) .