Department of the Treasury
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): Taxpayer Services Service Center - Accounts Management REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
- 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. Provides leadership and direction to employees performing technical work involving taxpayer inquiries, case analysis, and resolution of complex tax issues. Plans, organizes, and assigns work based on program priorities, workload complexity, and employee capabilities to ensure timely and accurate completion of assignments. Monitors work in progress and reviews completed work for quality, accuracy, and adherence to applicable tax laws, regulations, and Internal Revenue Manual (IRM) procedures, taking corrective action as needed. Ensures timely and accurate resolution of inventory and monitors aged inventory using available reports and systems to prevent overage conditions. Provides technical oversight of taxpayer inquiries and case resolution activities by evaluating work performed and ensuring consistent application of tax laws, regulations, and IRM procedures. Reviews and analyzes cases involving multiple issue areas, complex regulatory requirements, and frequently changing guidance to ensure accurate and compliant resolution. Ensures employees follow established procedures for handling inventory, system usage, and case documentation requirements. Analyzes workload, production data, and program trends to assess performance, identify risks, and recommend improvements. Uses automated systems and reports to monitor inventory, evaluate productivity, and support data-driven decisions. Obtains and analyzes quality review data (e.g., Embedded Quality, National Quality, and other review systems) to identify errors, trends, and opportunities for improvement, and provides feedback to employees. Manages administrative functions, including leave, time and attendance, and staffing, and resolves employee concerns at the appropriate level. Performs conduct and leave counseling, and promotes a work environment that supports employee engagement, motivation, and retention. Applies advanced interviewing and analytical techniques to evaluate taxpayer circumstances, including sensitive financial and personal information, and to determine appropriate actions. Ensures proper handling of cases involving issues such as compliance determinations, financial hardship, or potential noncompliance. Evaluates determinations made by employees to ensure sound judgment in resolving discrepancies and interpreting taxpayer intent. Ensures proper handling of sensitive taxpayer data and reinforces adherence to disclosure and privacy regulations in all case interactions. Coordinates workflow to ensure efficient case resolution and compliance activities. Determines staffing needs and develops schedules to ensure adequate coverage and alignment with program requirements, including adherence to workload demands and operational priorities. Advises management on operational issues, risks, and improvement opportunities, and ensures compliance with policies, procedures, and quality standards. Coordinates with other managers and functions to address inventory, workload distribution, and program-related issues affecting business operations. STANDARD POSITION DESCRIPTIONS (SPD): PD96294 Visit the IRS SPD Library to access the position descriptions.
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