Supervisory Contact Representative (Customer Service Group Manager)

Clarification from the agency

Open to Career/Career Conditional Employees Government-wide, including IRS and Non-IRS employees. Open to Treasury and IRS CTAP; Interagency ICTAP; Former Federal Employees with Reinstatement eligibility; Land & Base Management; Military Spouses; 30% or more disabled Veterans, Veterans Employment Opportunities Act (VEOA), Veterans' Recruitment Authority (for grades GS-11 & Below), Other Interchange Agreements, and Individuals with Disabilities Schedule A.

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.

• Plans work to be accomplished by subordinates, sets and adjusts short-term priorities, and prepares schedules for completion of work.
• Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluates work performance of subordinates and makes recommendations for outstanding performance recognition or disciplinary action.
• Gives advice, counsel, or instruction to employees on both work and administrative matters.
• Interviews candidates for positions in the unit; recommends appointment, promotion, or reassignment to such positions.

Conditions of employment

• Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding.
• Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.
• Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed).

• U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
• Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so.
• Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.

Qualifications

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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further.

You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

• (FM DM) MSP LSR CORE QUALIFICATIONS COMPETENCY
• Accounts Management
• Call Center Operations
• General Supervision
• Quality Management & Assurance
• Service Delivery

Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a rating of Highly Qualified orbetter to be rated as "well qualified" to receive special selection priority.

If you are selected, you may be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks.

The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible. Please view Application Preparation or How to write a resume for federal job.

1. Resume (Failure to follow instructions, will result in not being considered.)

• Do:
  • Limit to two (2) pages. Recommend a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point, page margins of 0.5 inches. Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible.
  • Include your full name.
  • Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), and a brief description of duties that clearly demonstrate your qualifications.
• Don't:
  • Include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content. Resumes containing prohibited information will be deemed ineligible.
  • Copy and paste duties or specialized experience from the job announcement, as this is not a demonstration of your experience.
• Additional Information:
• Pay plan, series, and grade (e.g., GS-0301-09) should be provided for all federal service jobs. Failure to do so could affect your qualification determination.
• To receive full credit for work experience, include number of hours worked per week and specific MM/DD/YYYY start and end dates for every position.
• Do not include personal information such as age, sex, religion, race, or disability.
• Do not include embedded links as they will not be opened or considered when determining qualifications.
• If you update and resubmit your application, only the most recent resume received will be considered to determine qualifications.

• Submit a copy of your transcript(s) or equivalent for positions with an education requirement, or if you are qualifying for this position based on education or training. An official transcript(s) will be required if you are selected.

• Submit the most recent completed annual performance appraisal.
• Submit copies of any incentive/performance awards received that may have an impact on the qualifications for the position to be filled.

• MUST submit a DD-214 (Member 4 copy), that shows dates and character of service (honorable, general, etc.). If you are serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your service which includes your rank, dates of service, character of service, and dates of impending separation.
• 10-point preference eligible - Submit an Application for 10-point Veteran Preference, SF-15, along with the required documentation listed on the back of the form if you are a 10-point preference eligible. For more information on claiming veterans' preference view here.
• Military Spouses - In addition to the documentation above you must also submit:
  • Verification of the marriage to the service member (i.e., a marriage license) AND
  • A copy of your spouse's active military orders OR Documentation of Service Connected Disability OR Death while on active duty (DD-1300/Death Certificate)

• Submit the required documentation as outlined under CTAP/ICTAP

• Submit your RPP Notice and most recent performance appraisal.

• You MUST submit a copy of your most recent SF-50 (Notification of Personnel Action) (or equivalent) which shows your current grade and competitive service status, and Tenure.
• Provide an SF-50(s) (or equivalent) which demonstrates you meet the 52-week time-in-grade requirement (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held).

• Submit a Disabilty Letter from your doctor or a licensed medical professional that proves your eligibility for Schedule A appointment.

Next steps

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