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Vacancy Details

Grade: 07

To be eligible for this position at this grade level, you must meet the requirements below.
You must have 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. To be qualifying for this position your experience should be sufficient to demonstrate:
  • Experience with management techniques, methods, theories, principles, and labor relations concepts, to assure optimum utilization of personnel, equipment, and space for the accomplishment of all program objectives with combined technical and administrative oversight;
  • 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 basic budget management principles and practices (i.e. ability to maintain and manage financial resources); and
  • Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
1 Which of the following is true about your specialized experience? Answer to this question is required
  • I have at least one (1) year of specialized experience as described above.
  • I have less than one (1) year of specialized experience as described above.
Next you will respond to a series of questions that are designed to capture your technical experience and other accomplishments.  Experience gained in a position prior to your reaching the full working level should not be considered when responding to these questions.
2 Describe your experience supervising teams and individuals. Answer to this question is required
  • Provided verbal or written counseling to address office behaviors, such as unprofessional communication, time and attendance issues or failure to follow managerial direction
  • Prepared and shared an evaluation with an employee in a one-on-one setting
  • Provided feedback of an employee’s performance to employee’s immediate supervisor
  • Recommended individual employees for promotion or development opportunities
  • Identified developmental and training needs of employees and took appropriate action
  • Acted to address or resolve employee questions and concerns by providing technical guidance or referring employee to appropriate office
  • None of the above
3 Please select the administrative areas for which you have experience. Answer to this question is required
  • Addressed Family and Medical Leave Act (FMLA) and followed appropriate program guidelines consistent with FMLA regulations
  • Coordinated and monitored inquires/requests with Worker Compensation Branch (WCB)
  • Took necessary action to acknowledge and make adjustments for all Reasonable Accommodation requests
  • Reconciled, signed and approved time and attendance records at the team level
  • None of the above
4 Which of the following describes your experience with service delivery in a customer service related environment? Answer to this question is required
  • Communicated new policies to frontline employees, orally and/or in writing, on changes to existing or new customer service delivery decisions established by leadership
  • Performed a trend analysis of a program that identified weaknesses and barriers impacting delivery to customers and presented findings and recommendations to mid-level management or above on solutions or changes that would improve the program
  • Experience as Customer Representative and/or with customer service principles and systems used in a call center and /or campus environment
  • Communicated to management, at the department or operation-level, issues involving toll-free staffing demands and/or case processing concerns
  • None of the above
5 Which of the following best describes your experience in assigning work? Answer to this question is required
  • Assigned work to employees based on their skill set(s) in a toll-free and/or inventory environment
  • Assisted management in decisions on reallocating human resources and/or adjusting staffing within a team to support or deliver customer service
  • Executed changes based on direction of the local Telephone Systems Analyst (TSA) to adjust staffing for the call site
  • None of the above
6 Which of the following best describes your level of experience with quality improvement initiatives? Answer to this question is required
  • Performed a data analysis on quality management systems using quality review statistics of a specific work unit to identify a root cause for a specific defect and formulated recommendations for corrective action to improve quality
  • Participated, as a part of a team, identified a root cause for a specific defect and formulated recommendations for corrective action by performing a data analysis using quality review statistics of a specific work unit to improve quality
  • Led a team, identified a root cause for a specific defect and formulated recommendations for corrective action by performing a data analysis using quality review statistics of a specific work unit to improve quality
  • None of the above
7 Which of the following systems have you utilized? Answer to this question is required
  • Contact Recording or similar systems to review recorded phone calls taken by Contact Representatives/phone assistors for review, analysis, and evaluation
  • Correspondence Imaging System (CIS) to research, manage, and/or distribute inventory
  • Integrated Data Retrieval System (IDRS) managing command codes at the team level
  • Accounts Management Services (AMS) to determine if employees researched account history for accurate resolution
  • IDRS Online Reports Services (IORS) to ensure IDRS security measures are met
  • eWorkforce Management (eWFM) to input and/or update as necessary to ensure accurate scheduling and work type assignment(s)
  • None of the above
8 Which of the following describes your experience in Accounts Management? Answer to this question is required
  • Worked toll free and/or inventory programs
  • Managed both permanent and seasonal employees
  • Collaborated with stakeholders for onboarding new hires
  • Led an employee engagement team within the department or operation
  • Provided leadership and direction to employees responsible for tax and account related inquiries received via telephone and/or correspondence (paper)
  • Collaborated with internal stakeholders to deliver training needs
  • None of the above
9 Which of the following best describes your highest level of experience with a call center environment? Answer to this question is required
  • Managed a team of employees within a call center
  • Collaborated with internal stakeholders (e.g. Systems analysts, gatekeeper or others) to address customer demand
  • Managed a team of employees and adjusted staffing to meet high call demands
  • Managed a team of employees, adjusted staffing to meet high call demands, and implemented the roll-out of a new program/process
  • None of the above
10 Which of the following describe a significant accomplishment(s) whereby you clearly demonstrated leadership potential in the areas of Personal Leadership, Leading Others, Leading Improvement, and/or Business Results? Answer to this question is required
  • Worked in a role whereby I was responsible for identifying and implementing programs that enhanced employee’s careers and provided leadership using team building, coaching, and mentoring
  • Overcame performance barriers using conflict management skills to provide targeted development and performance feedback to employees
  • Served on a task team to develop training material
  • Led a successful organizational realignment
  • Served in a leadership role managing multiple teams or organizations that were successful in their delivery of new products, services, or initiatives, and/or their resolution of specific problems
  • Participated on a quality or process improvement team and provided feedback for a new initiative
  • Played a central role in developing, communicating and implementing an initiative which resulted in enhancing a workflow process
  • Prepared and presented briefing reports (i.e. status reports, action plans, etc.) or comprehensive reports to upper management
  • Drafted reports and other written materials (i.e. updating IRM content, etc.) and/or presentations impacting workload
  • Initiated and championed innovative ideas and/or creative solutions, which were later recognized as a best practice within the organization
  • Led an engagement team that provided tools for use in enhancing employee satisfaction
  • Prepared reports and briefings for managers whose purpose was to recommend a specific strategy or course of action
  • None of the above
11 In order to receive consideration for this position, you must complete your application by clicking "FINISH" at the end of the application review step, and then allowing yourself to be transferred back to USAJOBS. Do you understand that you must complete these steps to successfully complete your application, or you will not receive consideration? Answer to this question is required
  • Yes
  • No

Grade: All Grades

Only select those locations to which you are willing to report and/or relocate. Please see vacancy announcement for information on whether or not moving expenses will be paid.
1 Shifts will vary Monday - Friday, day and swing shift. Please indicate your shift preference. Answer to this question is required
  • I am interested in day shift only
  • I am interested in swing shift only
  • I am interested in both days and swing shift
Thank you for your interest in applying for this position.
Your responses to the following questions supplement the information provided in your resume.
2 Please provide your current pay plan, series, and grade. For example: GS-303-03, IR-512-01, etc. Maximum length of 250 characters. Answer to this question is required
3 What is your current position title? Maximum length of 250 characters. Answer to this question is required
4 What is your SEID Number? Maximum length of 250 characters. Answer to this question is required
5 Please select the priority program for which you are eligible for consideration. Answer to this question is required
  • IRS Reassignment Preference Program (RPP)
  • IRS Career Transition Assistance Plan (CTAP)
  • Treasury Career Transition Assistance Plan (CTAP) within the commuting area
  • Other IRS Preference Program
  • I am not eligible for any priority program
Awards are considered in the selection process. The award information you provide may be verified.
You may obtain a list of your most recent awards at https://persinfo.web.irs.gov/indexawd.htm.
6 How many monetary performance related awards , such as performance awards, (including time off in lieu of monetary), or quality step increases have you received in the three years preceding the closing date of this announcement?
Answer to this question is required
  • 1
    6.1 Please list the name of the award and the date(MMDDYYYY) of the award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • 2
    6.1 Please list the names of the awards and the date(MMDDYYYY) of each award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • 3 or more
    6.1 Please list the names of the awards and the date(MMDDYYYY) of each award. (For example: Performance Award, 02/02/2006). Maximum length of 250 characters.
  • None
In addition to the online application and resume, you must submit a current annual Performance Appraisal. 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.
7 Did you receive a fully successful, equivalent, or higher rating on your most recent performance appraisal? Answer to this question is required
  • Yes
  • No
  • I do not have a recent performance appraisal. You have indicated that you do not have a recent performance appraisal. You should be advised that your annual performance appraisal and relevant awards are considered in the selection process.
8 Please indicate the option that best describes your most recent performance appraisal. Answer to this question is required
  • Annual Rating/Annual Performance Appraisal
  • Revalidated Annual Rating/Annual Performance Appraisal
  • Departure Rating/Annual Performance Appraisal
  • Merit Promotion Appraisal
  • Not Ratable/No Performance Appraisal You have indicated that you do not have a current performance appraisal. You should be advised that your annual performance appraisal and relevant awards are considered in the selection process. In the event you do not have a current appraisal, there are a number of options available to you. You should contact your immediate manager to determine which option is most appropriate to your current situation and position.
Non-IRS Treasury CTAP employees: In the following question select the response that most accurately reflects your most recent performance rating.
9 Please enter the date of your most recent performance appraisal in the format MM/DD/YYYY. Answer to this question is required
10 Please select the rating that you achieved on your most recent performance appraisal. Answer to this question is required
  • Outstanding
  • Exceeds Fully Successful
  • Fully Successful
  • Minimally Successful
  • Unacceptable
  • Not Ratable or I do not have a performance appraisal
In this position you may be required to be available for training and/or position assignments in other geographic areas to assist with your development and in order to meet the needs of the organization.
11 Do you understand you may be required to be available for travel and assignments, for extended periods of time, in other geographic areas? Answer to this question is required
  • Yes
  • No
12 Please select the response which most accurately describes your current position level? Answer to this question is required
  • Employee
  • Management Official
  • Frontline Manager
  • Department Manager
  • Senior Manager
  • Executive Readiness (XR) Program
  • Senior Executive Service (SES) Candidate Development Program
  • None of the Above
13 Using your prior response, please state how long you have been in your current position? Maximum length of 50 characters. Answer to this question is required
14 Please select the response(s) which most accurately reflects any managerial level for which you have served on a Permanent or Temporary (Promotion) basis? Answer to this question is required
  • Front Line Manager
  • Department Manager
  • Senior Manager
  • Executive Readiness (XR) Program
  • Senior Executive Service (SES) Candidate Development Program
  • I have not served in a Managerial position on a Permanent or Temporary (Promotion) basis
15 Using your prior response, please state how long you served in the position(s) on a temporary or permanent basis? Maximum length of 50 characters. Answer to this question is required
16 Please select the response(s) that best describes your experience and/or participation in a managerial level readiness program(s)? Answer to this question is required
  • Successful completion of Front-Line, or equivalent leadership level, Readiness Program.
  • Successful completion of Senior Manager, or equivalent leadership level, Readiness Program.
  • Successful completion of Executive, or equivalent leadership level, Readiness Program.
  • Successful completion of Other Readiness Program.
  • None of the above.
17 Using your prior response, please provide a brief description of the Readiness Program(s) and the date of completion. Maximum length of 250 characters. Answer to this question is required
Next you will respond to a series of questions to obtain your ratings of potential from the Leadership Succession Review (LSR) Assessment. Your responses will be verified prior to being referred for consideration in the selection process.

You should be advised that you must complete the LSR process before being able to respond to the next several questions. The results of this process are used in ranking leadership competencies. If you have not completed the LSR process or are awaiting a managerial assessment or review to be completed, please select the appropriate response indicating "I have not completed the LSR process" or "I am awaiting the managerial assessment or review," and return to update your responses once you have completed the process. NOTE: Your application must be completed and submitted by 11:59 p.m. ET on the closing date of this announcement to be considered in the hiring process.

18 Please select the competency rating you received for the competency entitled Personal Leadership? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
19 Please select the competency rating you received for the competency entitled Leading Others? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
20 Please select the competency rating you received for the competency entitled Leading Improvement? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
21 Please select the competency rating you received for the competency entitled Business Results? Answer to this question is required
  • Employee
  • Progressing Towards Frontline Manager
  • Frontline Manager
  • Progressing Towards Department Manager
  • Department Manager
  • Progressing Towards Senior Manager
  • Senior Manager
  • Progressing Towards Executive
  • Executive
  • I have not completed the LSR process
  • I am awaiting a managerial assessment or review.
  • None of the above
22 Using your “Level” ratings from the LSR Assessment, please select the Behaviors where you achieved a Frontline Manager or above management level rating. Answer to this question is required
  • Self Development
  • Communications
  • Political Savvy
  • Relationship Management
  • Group Leadership
  • Customer Focus
  • Managing Performance and Development
  • Change Management
  • Innovation and Risk Management
  • Achievement Orientation
  • Problem Solving and Decision Making
  • Leveraging Resources
  • Strategic Planning and Implementation
  • None of the Above
23 Your final determination of readiness rating provides an overall assessment of potential to perform at the next level of management. Please select the response that best describes your overall readiness rating. Answer to this question is required
  • My overall rating is “Ready Now,” and my Next Step is a Frontline Manager or Department Manager position.
  • My overall rating is “Ready with Development,” and my Next Step is a Frontline Manager or Department Manager position.
  • My overall rating is “Not Ready,” and my Next Step is a Frontline Manager or Department Manager position.
  • My overall rating is “Ready Now,” and my Next Step is a Senior Manager or above position.
  • My overall rating is “Ready with Development,” and my Next Step is a Senior Manager or above position.
  • My overall rating is “Not Ready,” and my Next Step is a Senior Manager or above position.
  • None of the above.
24 To qualify for this position and receive full credit for your relevant experience you must list the month/year and number of hours worked for experience listed on your resume. Your resume must support your responses to the questions. Do you understand that failure to provide sufficient evidence in your resume may result in a "not qualified determination? Answer to this question is required
  • Yes
  • No