Contact Center Supervisor

General Manager DutiesAs 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.The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position.Exercises full supervisory authority over assigned staff, including developing and communicating performance expectations, evaluating employee performance, and providing ongoing feedback to improve individual and team performance. Identifies training and development needs and provides or arranges training to enhance employee skills in interviewing techniques, application of tax law, case analysis, and compliance determination. Selects or recommends candidates for appointment, promotion, reassignment, or detail, and takes appropriate personnel actions, including recognition and disciplinary measures.Manages administrative functions, including approving leave, time and attendance, and other personnel actions, and ensures adequate staffing to meet workload demands. Resolves employee concerns at the lowest appropriate level and refers more complex issues as necessary. Maintains position descriptions and supports effective position management.Coordinates workflow and operational activities to ensure efficient resolution of taxpayer inquiries and casework involving complex tax issues. Communicates with management regarding workload status, trends, and operational issues, and provides recommendations to improve efficiency, consistency, and program effectiveness. Conducts operational and workload reviews, analyzes trends using program data, and implements corrective action plans. Ensures compliance with applicable policies, procedures, and quality standards. This includes Internal Revenue Manual (IRM) procedures, Accounts Management guidelines, disclosure requirements, authentication standards, and taxpayer rights provisions.STANDARD POSITION DESCRIPTIONS (SPD): PD92411 Visit the IRS SPD Library to access the position descriptions.