Supervisor Contact Representative (CER Group Manager) -MSP
: Job Details :

SummaryClick on Learn more about this agency button below to view Eligibilities being considered and other IMPORTANT information.WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.govThis job is open to

• Internal to an agencyCurrent federal employees of this agency.
• Career transition (CTAP, ICTAP, RPL)Federal employees who meet the definition of a surplus or displaced employee.

Clarification from the agencyOpen to IRS Career/Career-Conditional, Treasury/IRS CTAP, & IRS RPP employeesVideosDutiesWHAT IS THE TAXPAYER SERVICE (TS)DIVISION?A description of the business units can be found at: 1 Vacancy will be filled in the Taxpayer Services Service Centers Memphis Accounts Management in

• 5333 Getwell Rd, Memphis TN (TN0005)
• 127 International Dr, Franklin TN (TN2709)

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and 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.
• 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.

Requirements Conditions of EmploymentSTANDARD POSITION DESCRIPTIONS (SPD):PD98335Visit the IRS SPD Library to access the position descriptions.

• Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
• Subject to a 1-year probationary period (unless already completed).
• Subject to a 1-year supervisory or managerial probationary period (unless already completed).

QualificationsFederal experience is not required. The experience may have been gained in the public sector, private sector or 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/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: IR-7 Level: 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.

ANDTIME AFTER COMPETITIVE APPOINTMENT: 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. Go to Understanding the IRS Paybands for GS/IR conversion. For more information on qualifications please refer to OPM's Qualifications Standards.EducationA copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience.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.Additional information

• We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.
• The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.
• This is a non-bargaining unit position.
• Tour of Duty: Monday-Friday, Day Shift with start and stop times between 6:00am and 6:00pm
• Alternative work schedule, staggered work hours or telework may be available.
• In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.
• Relocation expenses - No.
• This is a Permanent position.

• BenefitsReview our benefits

How You Will Be EvaluatedYou 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. Applicants who disqualify themselves will not be evaluated further.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 Core Qualifications
• Quality Management & Assurance
• 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 will not 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 for the Career Transition Assistance Plan (CTAP)you must receive a score of Highly Qualified or better to be rated as well qualified to receive special selection priority.

• BenefitsReview our benefits
• Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
• Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages. If including Federal service experience, you MUST provide the pay plan, series, and grade, i.e., GS-0301-09. If the pay plan, series, and grade are not provided, it may result in an ineligible determination.Your resume must NOT include photographs, classified or government sensitive information, social security number (SSN), encrypted/digitally signed documents, or links to social media such as LinkedIn, or other inappropriate material or content. If your resume contains prohibited information as listed above, your application will be determined ineligible, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips. It is also recommended that your resume not include personal information such as age, gender, religion, race, disability, etc.
• Online Application - Questionnaire
• Education - See Education Section above
• Registration/License (if applicable) - active, current registration/license
• Current and Former Federal Employees - It is recommended that yousubmit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your current grade and competitive service status (Position Occupied/Block 34 should reflect 1 and Tenure/Block 24 should reflect 1 or 2 ).
• Performance Appraisal/Awards (if applicable) - You are strongly encouraged to submit a copy of your most recent, signed, completed annual performance appraisal which includes the final rating and copies of any incentive/performance awards you received. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.
• IRS Reassignment Preference Program (RPP) (if applicable) - You MUST meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal.Your performance appraisal must have a fully successful or higher overall rating.
• Career Transition Assistance Plan (CTAP) (if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.
Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
• How to ApplyThe following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 12/10/2024 and/or cut-off dates in this announcement. 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 12/10/2024.To preview the Application Questionnaire, please click the following link:
  • To begin the application process, click the Apply Online button.
  • You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
  • To complete, you must click the Submit Application button prior to 11:59 PM (ET) on 12/10/2024.
  To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account ( There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: Welcome | Login.gov . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: Are you unsure how to write your federal resume? We are here to help. The Treasury Recruitment Service regularly offers Writing Your Federal Resume training sessions, and other career-related information sessions, to assist you in your career search journey. To register for a session, click here to go to our Career Information Sessions webpage.Agency contact information(ERC) Employee Resource CenterPhone866-###-####WebsiteAddressTS SC - Accounts Management - Memphis1111 Constitution Ave NWWashington, DC 20224USNext stepsTreasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit 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.Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS My Account tab and clicking on Application Status. For a more detailed update of your application status, you may click on more information. Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-###-#### option #1 for ERC.
• Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required DocumentsThe following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.

Resume - Your resume MUST contain dates of employment (i.e., month/year to month/year or present). To ensure you receive full credit for relevant experience, include the hours worked per week. We recommend that your resume not exceed 5 pages. If including Federal service experience, you MUST provide the pay plan, series, and grade, i.e., GS-0301-09. If the pay plan, series, and grade are not provided, it may result in an ineligible determination.Your resume must NOT include photographs, classified or government sensitive information, social security number (SSN), encrypted/digitally signed documents, or links to social media such as LinkedIn, or other inappropriate material or content. If your resume contains prohibited information as listed above, your application will be determined ineligible, and you will not receive consideration for this position. (Cover letters are optional.) Please view Resume Tips. It is also recommended that your resume not include personal information such as age, gender, religion, race, disability, etc.

Online Application - Questionnaire

Education - See Education Section above

Registration/License (if applicable) - active, current registration/license

Current and Former Federal Employees - It is recommended that yousubmit a copy of your most recent SF-50 (Notification of Personnel Action) or equivalent personnel action form which shows your current grade and competitive service status (Position Occupied/Block 34 should reflect 1 and Tenure/Block 24 should reflect 1 or 2 ).

Performance Appraisal/Awards (if applicable) - You are strongly encouraged to submit a copy of your most recent, signed, completed annual performance appraisal which includes the final rating and copies of any incentive/performance awards you received. If a revalidated appraisal is used for merit promotion, the supervisor must prepare a narrative for each critical job element that does not have a narrative describing the performance in the appraisal period covered by the rating. Note: If you are a manager or management official, your most recent annual performance appraisal must be used for the overall rating identified.

IRS Reassignment Preference Program (RPP) (if applicable) - You MUST meet the requirements in your RPP notice. Submit a copy of your RPP Notice along with a copy of your most recent annual performance appraisal.Your performance appraisal must have a fully successful or higher overall rating.

Career Transition Assistance Plan (CTAP) (if applicable) - You MUST submit the required documentation as outlined at: Career Transition Assistance Plan (CTAP). If you are an IRS CTAP eligible, you can apply for jobs within and outside the commuting area. If you are a Treasury CTAP eligible can apply for jobs within the commuting area.

Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).How to ApplyThe following instructions outline our application process. You must complete this application process and submit any required documents by 11:59 p.m. Eastern Time (ET) on 12/10/2024 and/or cut-off dates in this announcement. 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 12/10/2024.To preview the Application Questionnaire, please click the following link:

• To begin the application process, click the Apply Online button.
• You will be re-directed to USASTAFFING to complete your application process; answer the online questions and submit all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need was not imported from USAJOBS, you may upload it directly into this application. To protect your privacy, we suggest you first remove your SSN).
• To complete, you must click the Submit Application button prior to 11:59 PM (ET) on 12/10/2024.

To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account ( There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.To verify the status of your application both during and after the announcement open period, log into your USAJOBS account: Welcome | Login.gov . All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: Are you unsure how to write your federal resume? We are here to help. The Treasury Recruitment Service regularly offers Writing Your Federal Resume training sessions, and other career-related information sessions, to assist you in your career search journey. To register for a session, click here to go to our Career Information Sessions webpage.Agency contact information(ERC) Employee Resource CenterPhone866-###-####WebsiteAddressTS SC - Accounts Management - Memphis1111 Constitution Ave NWWashington, DC 20224USNext stepsTreasury believes in a working environment that supports inclusion; to review reasonable accommodation policies and procedures please visit 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.Once your application package and online questionnaire is received you will receive an acknowledgement email. You are responsible for checking status updates and notifications in USAJOBS. Hard copy notifications will not be sent to you. You may check the status of your application for this position at any time by logging onto the USAJOBS My Account tab and clicking on Application Status. For a more detailed update of your application status, you may click on more information. Please notify us if your contact information changes after the closing date of the announcement. If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-###-#### option #1 for ERC.Fair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request