Supervisory Customer Service Representative (Bilingual-Spanish)

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.

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-9 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): 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" BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish.

You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position. For more information on qualifications please refer to OPM's Qualifications Standards.

Go to Understanding the IRS Paybands for GS/IR conversion.