Management and Program Assistant (Gatekeeper)

Internal Revenue Service•Saint Louis, MO

32d•Onsite

About The Position

This position is to be filled in the Taxpayer Services business unit, specifically within Accounts Management in Kansas City. The incumbent will utilize on-line tools to identify and react to real-time telephone staffing issues, monitor and track employee time usage, and communicate adherence issues to management for resolution. They will also notify management of operational performance issues and maintain logs of operational data. The role involves running and reviewing various telephone reports for accuracy before distribution.

Requirements

One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service.
Experience using programs to collect data and prepare reports.
Apply and interpret policies and procedures to provide effective management/program support.
Collect, report and evaluate information to draw conclusions, discuss findings and resolve problems.
Experience extracting information, assembling reports, and administratively monitoring function programs.
Experience in advising on work efforts and participating in studies or projects to gather information, identify problems and report on trends.
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.
Time in Grade (TIG): For positions above GS-05, applicants must meet applicable time-in-grade requirements. 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.

Responsibilities

Utilize on-line tools including Aspect, Customview, Webview, and Electronic Workforce Management (eWFM) to identify and react to real-time telephone staffing issues.
Monitor and track 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.
Notify management of operational performance issues such as long wrap up of phone calls, lunch and daily breaks.
Maintain a log of operational performance issues, staffing, and system problems.
Run a variety of telephone reports including Agent Productivity Reports, Alarm Reports, Performance Reports, Agent Ready Reports, Agent Schedule Tally Report, Sign On/Sign Off Report, Idle with Reason Code Reports and Team Reports.
Review reports for accuracy prior to distribution and take corrective actions.