Telephone System Analyst (Customer Service System Analyst)

Summary

WHAT IS TAXPAYER SERVICES (TS)? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management - Ogden - Accounts Management REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. 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. STANDARD POSITION DESCRIPTIONS (SPD): PD94732 and PD94731 Visit the IRS SPD Library to access the position descriptions. Requirements

Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/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: Dealing with Business Operating Division policies, and functional responsibilities in the Telephone Systems Analyst area to assist in analyzing problems and provide solutions; Utilizing work processes, programs, and functions, to identify error trends in the day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses and to coordinate data and information; Working with internal and external automated systems and controls to assist with training; Utilizing Microsoft Excel calculations to prepare a report; OR 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 You may qualify by a combination of experience and education. 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: Understanding the design, operation and capabilities of a computerized Automatic Call Distribution (ACD)\telephone system; Using systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Analyzing work processes, programs, functions, error trends, and day-to-day workflow to assist in identifying discrepancies, and troubleshooting issues; Using oral and written communications techniques to prepare routine responses and to coordinate data and information; Developing presentation, conducting training sessions and serving as a technical resource for team Managers, and employees by providing guidance on telephone system operations, tools, procedures, and system functions; Utilizing Microsoft Excel, to manipulate data, and create graphs and reports for analytical reviews; OR 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 You may qualify by a combination of experience and education. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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" TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03 or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

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. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE). How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Customer Service Oral Communication Problem Solving Project Management Technology Application Writing Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Rating: Your application will be evaluated in accordance with the Service's Merit Promotion Plan. A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified. Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site. Performance Appraisal and Awards - Will not be used in determining your overall rating. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. IRS employees may obtain their most recent awards listing at https://persinfo.web.irs.gov/. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified or better to be rated as "well qualified" to receive special selection priority. Benefits

As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC. Other Information

In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages