Management and Program Assistant

Internal Revenue Service•Andover, MA

20h

About The Position

This position supports Small Business/Self Employed (SBSE) operations in the Campus Collection area and related IRS functions. The employee monitors workforce schedule adherence and operational performance, tracks staffing and system issues, and coordinates with management to support telephone and inventory operations. Duties are performed at the full working level; employees selected at a lower grade may receive training to develop the skills needed for the full duties. Positions may be filled in the SBSE Campus Collection Andover area or in the listed Wage and Investment functions: Accounts Management, Compliance, and Campus Operations. The position descriptions are PD97692, PD97693, and PD97078. The role is subject to a probationary period and requires obtaining and using a government-issued charge card for business-related travel. Alternative work schedules and staggered work hours may be available. Location selected becomes the official post of duty; if a building closes due to rent management, new hires may be placed at a local commuting location.

Requirements

For GS-05: One year of specialized experience equivalent to GS-04, including using programs to collect data and prepare reports; applying policies and procedures to provide management/program support; and extracting information, assembling reports, and assisting in monitoring function programs. Alternatively, applicants may qualify with a bachelor's degree or four years of education above high school in any field from an accredited college or university, or a combination of experience and education.
For GS-06: One year of specialized experience equivalent to GS-05, including using programs to collect data and prepare reports; applying policies and procedures to provide effective management/program support; extracting information and assembling reports; administratively monitoring function programs; and participating in studies or projects to gather information, identify problems, and report trends.
For GS-07: One year of specialized experience equivalent to GS-06, including collecting data and preparing reports; applying and interpreting policies and procedures for management/program support; collecting, reporting, and evaluating information to draw conclusions, discuss findings, and resolve problems; extracting information and assembling reports; administratively monitoring function programs; advising on work efforts; and participating in studies or projects to gather information, identify problems, and report trends.
For positions above GS-05, meet applicable time-in-grade requirements: one year (52 weeks) at the next lower grade. Applicants for GS-05 may not advance to GS-05 if they held GS-02 within the past 52 weeks. No time-in-grade restriction applies to GS-02, GS-03, or GS-04 positions.
Current civilian employees must meet the time-after-competitive-appointment requirement of at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, by the applicable announcement closing or cutoff date.
Foreign education used to meet requirements must be shown to be equivalent to conventional U.S. education; applicants are responsible for providing evidence.
Federal experience is not required. Qualifying experience may come from public-sector, private-sector, or volunteer service. Part-time experience is prorated; resumes should state employment dates and hours worked per week.
Obtain and use a government-issued charge card for business-related travel.
Meet the applicable probationary-period requirement.

Responsibilities

Monitor and track employee time usage through daily use of Real Time Adherence (RTA).
Communicate real-time adherence issues to operations management for immediate resolution and/or enter the appropriate exception in eWFM or a similar system.
Notify management of operational performance issues, such as extended call wrap-up, lunch, and daily breaks.
Maintain logs of operational performance issues, staffing, and system problems.
Monitor schedule adherence using online tools and applications.
Coordinate with management to adjust staffing for telephone operations and inventory.