Telephone System Analyst

Found in: Talent US 2 C2 - 1 week ago

Covington, United States Internal Revenue Service Full time

Summary

Eligibilities being considered and other IMPORTANT information.

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Duties

WHAT IS THE WAGE AND INVESTMENT DIVISION?
A description of the business units can be found at:

Vacancies will be filled in the following specialty areas:
Wage and Investment Service Centers Cincinnati 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. If this position has promotion potential and you are selected at a grade level lower than the full working level, you may be non-competitively promoted to more complex duties and work more independently, as your career progresses. For example, you may be hired as a GS-05, but if the position has promotion potential to GS-11, then you can move from a GS-05 to a GS-11 in as little as three years. Promotions are not automatic, and may occur after you have: met time-in-grade requirements; performed at an acceptable level of competence; and demonstrated your ability to perform work at the next higher grade level.

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