Management and Program Assistant

3 weeks ago


Indianapolis, United States Internal Revenue Service Full time

Summary

Eligibilities being considered and other IMPORTANT information.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at

Duties

WHAT IS THE WAGE AND INVESTMENT (W&I) DIVISION?
A description of the business units can be found at:

Vacancies will be filled in the following specialty areas:
W&I Service Centers - Accounts Management - Telephone Systems Staff Balt/Rich

The following are the duties of this position at the full working level. Under the guidance of call site management, the incumbent utilizes on-line tools including Aspect, Customview, Webview, and Electronic Workforce Management (eWFM) to identify and react to real-time telephone staffing issues. Monitors and tracks employee time usage through the daily use of Real Time Adherence (RTA). Communicate real-time adherence issues to operation management for immediate resolution and/or to account for the employee by inputting the proper exception into eWFM or similar system. Notifies management of operational performance issues such as long wrap up of phone calls, lunch and daily breaks. Maintains a log of operational performance issues, staffing, and system problems. Monitors adherence to schedule by on-line tool applications.
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