Program Analyst
What you'd do
WHAT IS TAXPAYER SERVICES SERVICE? 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: Taxpayer Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major 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. Serves as the resident expert on telephone performance objectives and indicators. Provides analysis of performance indicators and objectives such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time and Transfer Data. Identifies improvement opportunities and recommends solutions in response to performance deficits. Analyzes adherence to schedule by application and makes recommendations to management regarding improvement opportunities, such as the need to balance competing workloads or change tours of duty. Takes an active role in creating and developing the Fiscal Year Work Plan and period schedules for the operations. Analyzes workflow issues, projects staffing needs, and advises management on work plan and scheduling issues. The Systems Administrator also provides technical and administrative support to lower graded systems analysts and all levels of management within the call site. Provides input to management as to budgetary requirements for toll-free telephone systems. STANDARD POSITION DESCRIPTIONS (SPD): PD94752 Visit the IRS SPD Library to access the position descriptions.
What you need to qualify
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-12 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position must include: Working with telephone systems to ensure the systems are functioning as required, recognizing and troubleshooting problems, and providing solutions to problems identified; Applying interpersonal techniques to establish and maintain effective relationships with and gain confidence and cooperation of supervisors to accept explanations and recommendations on complex issues; Applying oral and written communication techniques to prepare responses; Conducting studies and projects to increase productivity and efficiency in programs; Recommending solutions to problems identified; Completing necessary documentation for administrative duties; Developing reports using ACEYUS, ETD, Excel, Verint, and other data sources to target areas where the site is excelling or has a deficit AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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". AND 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-5, 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.
Before you apply
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