Director Joint Operations Center

The Internal Revenue Service (IRS) is a bureau of the Department of the Treasury. The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world. Come Join the Department of the Treasury and Invest in Tomorrow.

We strongly encourage applicants to read the entire announcement before submitting their applications. As the Director, Joint Operations Center you will be responsible for improving customer service and program performance, creating a work environment that encourages creative thinking and maintaining focus, intensity and persistence to support the delivery of national objectives and performance measures for all customer telephone, correspondence, and electronic media inquiries. The Director Joint Operations Center performs the following duties and responsibilities: Provides executive leadership and direction through subordinate top level managers to provide customer support to the enterprise contact center environment by gathering business requirements, identifying the best solution to satisfy the requirements, and executing/coordinating the actions necessary to deliver the requirements. This includes business applications which provide support to front-line employees, e.g. Servicewide Electronic Research Program (SERP), Integrated Case Processing (ICP), and to taxpayers, e.g., TeleTax, TRIS, network prompter, as well as business applications/system components used to manage within the telephone environment, e.g., automated call distributors (ACD), intelligent contact manager (ICM), routing trees. Exercises executive authority through subordinate managerial staff to anticipate future business applications based on the Service's mid-term and long-term direction, e.g., TAVS, multi-year strategic plans, as well as industry direction relating to a multi-channel contact center operating environment. This includes identifying opportunities for prototypes and enhancing business functionality to current business applications to meet future needs. Provides executive direction, oversight, and approval through subordinate organizational units for forecasting work, formulating enterprise work plans and work schedules, developing staffing requirements, performing in-depth analyses and supporting business data/reporting requirements. Establishes strategic direction and goals for balancing and/or reducing customer demand, improving productivity, enhancing quality, expanding services and accessibility, and integrating channels of service. Through subordinate top level managers provides executive leadership for monitoring the enterprise call center environment both in terms of the customer experience and resource utilization in real-time and near real-time. Coordinates program activities with other top level IRS executives to prepare service-wide policies, address cross-functional issues, develop strategies, and ensure consistency of approach. The incumbent provides executive leadership for the JOC Council, a forum where all JOC stakeholders provide customer feedback, share ideas, offer guidance, and resolve both cross operating division/functional and customer service issues. Establishes performance targets and recommends performance goals for the Taxpayer Services CAS and Small Business Self-Employed Examination and Collections organizations along with other stakeholder organizations. Manages all human, physical, information technology and financial resources assigned to the JOC organization and allocates these resources in accordance with overall strategies to further the accomplishment of specific goals. Oversees the planning, direction and execution of programs, sets policies on budget, training, personnel, labor relations, legal, strategic, automation, and shared services support issues within the JOC organization. Determines appropriate information/automation solutions for JOC and ensures their implementation. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov