Customer Service System Analyst

Internal Revenue Service•Chamblee, GA

About The Position

The Customer Service System Analyst position is in the Small Business/Self-Employed Division, SBSE CAMP Exam – CAMP Exam/AUR. The analyst monitors telephone and related systems, tracks employee time usage and staffing, and coordinates schedules and coverage in response to workload and operational priorities. The role also supports Chat Bot service scheduling and performance monitoring, including the use of evolving digital service tools. Duties are performed at the full working level; employees selected at a lower grade may receive training and opportunities to learn the duties.

Requirements

For GS-9: One year of specialized experience equivalent to GS-07, including experience with internal management policies and Customer Service Systems Analyst responsibilities to assist with analyzing problems and providing solutions; work processes, programs, functions, error trends, and daily workflow to help identify discrepancies and trends; oral and written communications to assist with routine Operations management responses and coordination of data; and internal and external automated systems and controls to assist with training.
For GS-9, qualifying education may substitute for experience: two full academic years of progressively higher-level graduate education, a master's or equivalent graduate degree, or a related LL.B. or J.D.; a qualifying combination of education and experience may also be used.
For GS-11: One year of specialized experience equivalent to GS-09, including knowledge of the design, operation, and capabilities of a computerized ACD telephone system; experience with systems and software to produce reports supporting management tracking and decisions; experience with work processes, programs, functions, error trends, and daily workflow; oral and written communications for routine Operations management responses and coordination of information; and internal and external automated systems and controls to assist with training.
For GS-11, qualifying education may substitute for experience: three full academic years of progressively higher-level graduate education, a Ph.D. or equivalent doctoral degree, or a related LL.M.; a qualifying combination of education and experience may also be used.
Current civilian employees must meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, by the applicable closing or cutoff date.
Applicants for grades above GS-05 must meet applicable time-in-grade requirements; generally, one year (52 weeks) at the next lower grade is required.
Education used to meet qualifications must generally be from an accredited or pre-accredited college or university recognized by the U.S. Department of Education. Foreign education requires evidence of U.S. equivalency.
Applicants should provide employment dates by month/day/year and hours worked per week so experience can be fully credited.
Obtain and use a Government-issued charge card for business-related travel.
Federal experience is not required; qualifying experience may come from the public sector, private sector, or volunteer service. Part-time experience is prorated.

Responsibilities

Monitor the Finesse System, Aceyus, and related peripherals to ensure systems function properly and calls are answered by appropriately skilled employees.
Monitor and track employee time usage through Aceyus; notify team managers when alerts occur; prepare daily time-usage reports and special reports supporting management observations.
Monitor incoming call traffic, staffing levels, and agent status using scheduled staffing requirements and data from telephone, inventory, and site-management systems.
Schedule and coordinate employee coverage for the Chat Bot service based on workload demands and operational priorities.
Monitor Chat Bot service performance, adjust staffing assignments as needed, and incorporate emerging technologies and digital service tools into scheduling and operational support.
Coordinate telephone staffing with local management and Planning and Analysis staff, adjusting coverage as necessary.
Coordinate with local management, Planning and Analysis, and the Joint Operations Center to respond to changes in traffic patterns.
Schedule or coordinate read time, meetings, breaks, lunches, and group assignments; notify team managers of employee telephone and inventory schedules.
Assist in monitoring schedule adherence through system applications and maintain current staffing data, including absences, training, furloughs, weekly meetings, read time, and other staffing information.