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Duties

WHAT IS THE WI - CAS-CUSTOMER ACCOUNT SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: WAGE & INVESTMENT, CUSTOMER ACCOUNT SERVICES, JOINT OPERATIONS CENTER, PROGRAM MANAGEMENT OFFICE. 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. Meets with managers and executives within the Service to define the overall goals and objectives of the project. Prepares action plans and schedules for various phases of project accomplishment, both short and long-range; ensures that plans are consistent with Service goals, schedules, and policies. Prepares recommendation for resource requirements to accomplish the project; negotiates with managers of various components of the Service to obtain needed resources and support. Establishes a system to review, control, and report on project status. Plans, coordinates, and establishes operating methods and procedures for accomplishment of project mission; as needed, directs the development and accomplishment of employee training relating to the project.

Requirements

Qualifications

Federal 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: GS-14 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Experience leading major project assignments that required a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative, sufficient to accomplish complex projects or studies broad in scope and magnitude. Experience with call center technologies including emerging multi-channel phone and web contact options (i.e. inbound and outbound contacts, virtual call centers, social media customer care, digital chat, co-browsing, interactive voice response, workforce management, call center performance reporting, and quality metrics). Experience with project management principles and processes to manage project deliverables, business requirements, stakeholder engagement, resource planning, and risk management. This is demonstrated by managing large scale and complex call center and IT projects using project life cycle phases, project management knowledge areas, and project management artifacts. Experience communicating both orally and in writing. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME 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". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A 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. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series. 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 for Foreign Education Credentialing instructions.

Contacts

• Address WI - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748