Supervisory Tax Analyst

Summary

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 - CAS-Customer Account Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

• 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. Serves as a first-level supervisor providing technical and administrative leadership to a team of analysts supporting programs within Return Integrity & Compliance Services (RICS), Customer Account Services (CAS), Customer Assistance, Relationship and Education (CARE), and Operations Support. Serves as a senior technical authority responsible for leading and executing complex, Servicewide analytical and evaluative assignments that directly impact taxpayer-facing programs within. Conducts comprehensive analyses of programs central to taxpayer service delivery, compliance, and account resolution, including identity theft detection and prevention, refund integrity, customer correspondence, customer contact operations, taxpayer education initiatives, and systemic account management processes. STANDARD POSITION DESCRIPTIONS (SPD): PD95843 Visit the IRS SPD Library to access the position descriptions.

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-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 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: Leading and supervising employees in a call center or customer contact environment while ensuring the delivery of quality customer service and achieving organizational performance goals. Planning and directing daily operations; assigning and monitoring workloads; coaching, mentoring, and developing employees; conducting performance evaluations; and addressing employee relations issues. Analyzing call center performance metrics, identifying trends, implementing process improvements to increase efficiency and customer satisfaction, and ensuring compliance with organizational policies, quality standards, and service level agreements. Developing, implementing, and monitoring policies, procedures, and internal processes related to call center operations. Managing projects or programs by establishing short- and long-term goals, identifying resource requirements, monitoring progress, and evaluating program effectiveness. Coordinating with executive leadership, program managers, contractors, and external stakeholders to negotiate program or project requirements, resolve operational issues, and support organizational objectives. Implementing process improvements that enhanced productivity, operational efficiency, accuracy, and customer service outcomes. Completing administrative and personnel-related duties using automated management systems such as HRConnect, SETR, ITM, or similar systems. 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.

Requirements

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). ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

Education

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).

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 09/14/2026. To begin the application process, click the "Apply Online" button. You will be re-directed to USA STAFFING to continue your application process; answer the online questions. To preview the Application Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13021130. Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need is not imported from USAJOBS, you may upload it directly into this application.) Click the Submit Application button. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability. Set aside up to 1 hour to take the Federal Supervisory Assessment (FSA) USA Hire Assessment; If you need to stop the assessments and continue later, you can re-use your unique assessment link. The IRS Payband IR-4 is equivalent to the GS-14. You will be assessed using the GS-14 level assessment. Your responses to the FSA USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources. Visit USA Hire Online Help for online assessment information, system requirements, reasonable accommodations, and what to expect next. Reasonable Accommodations (RA): We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. To review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. USA Hire Assessment Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (https://appsupport-usastaffing.opm.gov/hc/en-us/sections/45063131363475-Reasonable-Accommodation-Information) To update your application, including supporting documentation: Visit USAJOBS - How to Update Application during the announcement open period, make updates or add supporting documentation, then continue through the entire application process and click Submit Application to send updates to the hiring agency. This option will no longer be available once the announcement has closed.