Management and Program Assistant (Gatekeeper)
What you'd do
WHAT IS Taxpayer Services? 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 - 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. 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. STANDARD POSITION DESCRIPTIONS (SPD): PD97078 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-07: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience is experience that equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and is typically in or related to the work of the position to be filled. Applying programs, policies and procedures to analyze and evaluate information, interpret guidance, draw conclusions, coordinate studies or projects, and provide effective management/program support. Awareness of the design, operation and capabilities of the telephone system operation to perform a limited range of system functions essential to effective operation of the call site. Coordinating and/or advising on work efforts, utilizing eWFM or similar system software, input requirements, report generation, and using operational performance measures and indicators to monitor call inventory. Maintaining effective relationships, utilizing oral and written communication techniques to discuss findings, resolve problems, and convey information to employees and managers. Extracting information, assembling reports, and administratively monitoring contractor compliance. Utilizing internal and external programs that affect telephone staffing and inventory management such as Microsoft Office. (Teams, Excel, Word, Sharepoint, OneDrive, etc.) 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". 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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