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Duties

WHAT IS THE TAXPAYER SERVICES (TS)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, Taxpayer Services Non Campus The following are the duties of this position at the full working level. Ensure that the organization's strategic plan, mission, vision, and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Coach the team in the selection and application of appropriate problem-solving methods and techniques, provide advice on work methods, practices, and procedures, and assist the team and/or individual members in identifying the parameters of a viable solution. Lead the team in identifying, distributing, and balancing workload and tasks among employees in accordance with established workflow, skill level and/or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; and ensuring that each employee has an integral role in developing the final team product. Train or arrange for the training of team members in methods and techniques of team building and working in teams to accomplish tasks or projects and provide or arrange for specific administrative or technical training necessary for accomplishment of individual and team tasks.

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: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 level in the Federal Service. Examples of specialized experience includes Experience with a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative, relating to call center operations. Experience with management and organizational principles to apply to programs, projects and studies concerning the efficiency and effectiveness of operations and means to improve them. Experience with project management to evaluate complex projects and studies and the ability to identify problem areas, trends, deficiencies and other similar factors affecting operations. Experience with oral communication techniques to present findings, deliver briefings, and negotiate solutions to disputed recommendations. Experience with Text-to-Speech software (i.e. Nuance Text-to-Speech (TTS)) and formatting software (i.e. Adobe Audition). Experience with Identifying, troubleshooting & elevating IT issues. Experience providing executives and business organizations with emerging speech analytics data and analysis; Experience with Contact Recording (i.e. Verint software) providing training and technical support. 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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

• Address TS - Non Service Center 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]