Telephone System Analyst

Duties

WHAT IS THE TAXPAYER SERVICEDIVISION?

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 Service Centers Fresno Accounts Management

The following are the duties of this position at the full working level.

• Monitors the Aspect System e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. Monitors and tracks employee time usage through the daily use of RTA.
  
  Notifies Team managers when alerts occur on employees in their teams. Provide reports of daily time usage and runs special reports to support manger observations of employee's time utilization.

• Monitors incoming call traffic, staffing levels and agent status. Scheduled staffing requirements in conjunction with data generated by telephone and inventory systems are used to ensure proper staffing levels.

• Projects and analyzes staffing to determine if telephone staffing requirements can be met.

• Troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.

• Prepares reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data. Recommends solutions in response to performance deficits.

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.

Help

Requirements

Conditions of Employment

STANDARD POSITION DESCRIPTIONS (SPD):

PD94731 and PD94732

Visit the IRS SPD Library to access the position descriptions.

• Telework Eligible Positions: Telework eligible positions do not guarantee telework.
  
  Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder

• If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.

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-time work 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-9 Level:

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Experience with Electronic Products Services Support (EPSS) policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Experience with work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Experience with oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with Contact Recording

OR

EDUCATION:

Two full academic years of progressively higher level graduate education in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work.

OR

Master's or equivalent graduate degree in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work. OR LL.B or J.D., if related.

OR

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

SPECIALIZED EXPERIENCE: GS-11 Level:

You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Experience with design, operation and capabilities of a computerized ACD telephone system operation; Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Experience with Electronic Products Services Support (EPSS) work processes, programs, functions, error trends, and day-to-day workflow; Experience with oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; Experience with Contact Recording.

OR

EDUCATION:

Three full academic years of progressively higher level graduate education in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work.

OR

PH.D or equivalent doctoral degree in any field of study from an accredited college or university that demonstrates the knowledge, skills, and abilities necessary to do the work.

OR

LL.M., if related

OR

COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

AND

MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible.

To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks.

AND

TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

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.

Additional information

• We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.

• The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.

• This is a bargaining unit position.

• Tour of Duty: Mid Shift, Monday-Friday, start and stop times between 10:00 a.m. and 8:30 p.m

• Alternative work schedule, staggered work hours or telework may be available.

• In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.

• Relocation expenses

• NO

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