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Duties

WHAT IS THE TAXPAYER SERVICES (FORMERLY WAGE & INVESTMENT) 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: Taxpayer Services, Customer Account Services (CAS) The following are the duties of this position at the full working level. Serves as an expert analyst responsible for developing and/or interpreting guidance on program planning, execution, and evaluation. Leads or serves as a team analyst or advisor overseeing team members, project leaders, and/or project support personnel. Prepares directives, issuances, memoranda, policy statements, legislative proposals, and other written guidelines and recommendations to introduce new initiatives and to recommend effective operations consistent with policies and objectives. Develops long-range program plans, goals, objectives, and milestones. Identifies and develops ways to resolve or address issues which directly affect the accomplishment of principal program goals and objectives. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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-12 level: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience with project assignments that required a range of analytical and evaluative methods and techniques, both qualitative and quantitative, sufficient to accomplish projects or studies concerning the efficiency and effectiveness of program operations. Experience using a range of laws, policies, regulations, and precedents applicable to the segment(s) of the Service's program affected by the assigned project or study. Experience managing inbound/outbound calls from taxpayers in the call center environment using Cisco systems (e.g., Aceyus, Intelligent Contact Management, Enterprise Telephone Data, Voice Response Unit and Customer Voice Portal) and Google Analytics, Mindful/Customer Callback, Cisco Unified Intelligence Center). Experience with management principles and processes to perform project management duties and to effectively coordinate and integrate project objectives and recommendations and the ability to communicate effectively both orally and in writing. SPECIALIZED EXPERIENCE GS-13 level: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes: Experience with program assignments that required a range of analytical and evaluative methods and techniques, both qualitative and quantitative sufficient to accomplish programs or studies concerning the efficiency and effectiveness of program operations. Experience using a range of laws, policies, regulations, and precedents applicable to the segment(s) of the Service's program affected by the assigned program or study. Experience managing inbound/outbound calls from taxpayers in the call center environment using Cisco systems (e.g., Aceyus, Intelligent Contact Management, Enterprise Telephone Data, Voice Response Unit and Customer Voice Portal) and Google Analytics, Mindful/Customer Callback, Cisco Unified Intelligence Center). Experience with management principles and processes to perform program management duties and to effectively coordinate and integrate program objectives and recommendations and the ability to communicate effectively both orally and in writing. For more information on qualifications please refer to OPM's Qualifications Standards.

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. 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 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 TS - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: IRS Kansas City External
• Email: [email protected]