Supervisory Contact Representative (Customer Service Group Manager)
Supervisory Contact Representative (Customer Service Group Manager) Department of the Treasury Wage & Investment (W&I) Location 1 vacancy in the following location:
Relocation expenses reimbursed No Telework eligible Yes as determined by agency policy Duties Summary Click on Learn more about this agency button below to view Eligibilities being considered and other IMPORTANT information.
Visit us on the web at Responsibilities WHAT IS THE WAGE & INVESTMENT A description of the business units can be found at:
The following are the duties of this position at the full working level.
If you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and will receive training to help you grow in this position.
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.
- 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.
Travel Required Not required Supervisory status Yes Promotion Potential 7 Requirements Conditions of Employment STANDARD POSITION DESCRIPTIONS (SPD):
PD92411 Visit the IRS to access the position descriptions.
CONDITIONS OF EMPLOYMENT :
We may select from this announcement or any other source to fill one or more vacancies.
This is a non-bargaining unit position.
Alternative work schedule, staggered work hours or telework may be available.
Tour of Duty:
Monday - Friday 8 AM - 4:
30 PM
Must meet IRS telework eligibility requirements
Relocation Expenses:
no
Obtain and use a Government-issued charge card for business-related travel.
Subject to a 1-year supervisory or managerial probationary period (unless already completed).
Qualifications Federal experience is not required.
The experience may have been gained in the public sector, private sector or 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/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:
IR-7 Level:
To be minimally qualified for this position 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.
To be qualifying for this position your experience should be sufficient to demonstrate:
Experience with management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight; 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 basic budget management principles and practices (i.
e.
ability to maintain and manage financial resources); Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
For more information on qualifications please refer to .
Education For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent.
If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series .
An official transcript will be required if you are selected.
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.
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 for Foreign Education Credentialing instructions.
Additional information 1 (one) position is located in Wage and Investment, at 2970 Market Street, Philadelphia, PA(PA0809) How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents.
Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a not qualified determination.
Rating:
Your application will be evaluated on the leadership and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.
0 which covers Frontline, Department and Senior Manager positions.
Technical competencies for this position are:
Accounts Management, Call Center Operations, Exceptional Accomplishment, General Supervision, IRS Information Systems, LSR - Leadership Competency Business Results, LSR - Leadership Competency Leading Improvement, LSR - Leadership Competency Leading Others, LSR - Leadership Competency Personal Leadership, Quality Management & Assurance, and Service Delivery IRS employees must complete the Leadership Succession Review (LSR) Assessment .
Step by step instructions, on the on-line self assessment and managerial assessment, are available at.
The results from this assessment are used in ranking applicants on the leadership competencies.
You will need the results from this assessment to complete your on-line application.
Your rating may be lowered, if your responses to the online questions are not supported.
Referral :
A category-like rating (Quality Group) will be used to rate, rank and select eligible candidates.
If qualified, you will be assigned to one of three quality level categories, Superior/Best Qualified, Highly Qualified and Qualified.
If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.
You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices).
We reimburse costs related to the interview such as travel to and from the interview site.
If you are a displaced or surplus Treasury employee eligible fo Recommended Skills Administration Call Centers Communication Credentialing Education Finance Estimated Salary: $20 to $28 per hour based on qualifications.
Relocation expenses reimbursed No Telework eligible Yes as determined by agency policy Duties Summary Click on Learn more about this agency button below to view Eligibilities being considered and other IMPORTANT information.
Visit us on the web at Responsibilities WHAT IS THE WAGE & INVESTMENT A description of the business units can be found at:
The following are the duties of this position at the full working level.
If you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and will receive training to help you grow in this position.
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.
- 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.
Travel Required Not required Supervisory status Yes Promotion Potential 7 Requirements Conditions of Employment STANDARD POSITION DESCRIPTIONS (SPD):
PD92411 Visit the IRS to access the position descriptions.
CONDITIONS OF EMPLOYMENT :
We may select from this announcement or any other source to fill one or more vacancies.
This is a non-bargaining unit position.
Alternative work schedule, staggered work hours or telework may be available.
Tour of Duty:
Monday - Friday 8 AM - 4:
30 PM
Must meet IRS telework eligibility requirements
Relocation Expenses:
no
Obtain and use a Government-issued charge card for business-related travel.
Subject to a 1-year supervisory or managerial probationary period (unless already completed).
Qualifications Federal experience is not required.
The experience may have been gained in the public sector, private sector or 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/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:
IR-7 Level:
To be minimally qualified for this position 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.
To be qualifying for this position your experience should be sufficient to demonstrate:
Experience with management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight; 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 basic budget management principles and practices (i.
e.
ability to maintain and manage financial resources); Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
For more information on qualifications please refer to .
Education For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent.
If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series .
An official transcript will be required if you are selected.
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.
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 for Foreign Education Credentialing instructions.
Additional information 1 (one) position is located in Wage and Investment, at 2970 Market Street, Philadelphia, PA(PA0809) How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above.
Your application includes your resume, responses to the online questions, and required supporting documents.
Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a not qualified determination.
Rating:
Your application will be evaluated on the leadership and technical competencies of the position to be filled per the Service's Management Selection Program (MSP) 2.
0 which covers Frontline, Department and Senior Manager positions.
Technical competencies for this position are:
Accounts Management, Call Center Operations, Exceptional Accomplishment, General Supervision, IRS Information Systems, LSR - Leadership Competency Business Results, LSR - Leadership Competency Leading Improvement, LSR - Leadership Competency Leading Others, LSR - Leadership Competency Personal Leadership, Quality Management & Assurance, and Service Delivery IRS employees must complete the Leadership Succession Review (LSR) Assessment .
Step by step instructions, on the on-line self assessment and managerial assessment, are available at.
The results from this assessment are used in ranking applicants on the leadership competencies.
You will need the results from this assessment to complete your on-line application.
Your rating may be lowered, if your responses to the online questions are not supported.
Referral :
A category-like rating (Quality Group) will be used to rate, rank and select eligible candidates.
If qualified, you will be assigned to one of three quality level categories, Superior/Best Qualified, Highly Qualified and Qualified.
If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.
You may be required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring polices).
We reimburse costs related to the interview such as travel to and from the interview site.
If you are a displaced or surplus Treasury employee eligible fo Recommended Skills Administration Call Centers Communication Credentialing Education Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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