Program Analyst

Internal Revenue Service•Saint Louis, MO

About The Position

The Program Analyst serves as the resident expert on telephone performance objectives and indicators for Taxpayer Services, Accounts Management, at the Kansas City Service Center. The role analyzes telephone performance measures, including Services Provided, Handle Time, Average Handle Time, Available Time, and Transfer Data, and identifies improvement opportunities and recommends solutions when performance deficits occur. The position analyzes schedule adherence by application and advises management on opportunities to improve operations, including balancing competing workloads or changing tours of duty. It contributes to creating and developing the Fiscal Year Work Plan and period schedules, analyzes workflow issues, projects staffing needs, and advises management on work plan and scheduling matters. The role also provides technical and administrative support to lower-graded systems analysts and management at the call site, provides input on toll-free telephone systems budget requirements, conducts special studies, briefs managers orally or in writing on findings, and ensures controls are addressed promptly.

Requirements

One year of specialized experience at a level of difficulty and responsibility equivalent to GS-11, including working with telephone systems to ensure they function as required, troubleshooting problems, and providing solutions.
Experience applying interpersonal techniques to establish and maintain effective relationships with supervisors and gain their confidence and cooperation in considering explanations and recommendations on complex issues.
Experience applying oral and written communication techniques to prepare responses.
Experience conducting studies and projects to increase productivity and efficiency in programs.
Experience recommending solutions to identified problems.
Experience completing documentation for administrative duties.
Experience developing reports using ACEYUS, ETD, Excel, Verint, and other data sources to identify areas where the site is excelling or has a deficit.
Current civilian employees must meet the 90-day time-after-competitive-appointment requirement, where applicable.
Applicants must meet applicable time-in-grade requirements; for positions above GS-05, one year (52 weeks) at the next lower grade level is required.

Responsibilities

Serve as the resident expert on telephone performance objectives and indicators.
Analyze performance measures such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time, and Transfer Data.
Identify opportunities to improve performance and recommend solutions for performance deficits.
Analyze schedule adherence by application and recommend improvements, including balancing workloads or changing tours of duty.
Help create and develop the Fiscal Year Work Plan and period schedules for operations.
Analyze workflow issues, project staffing needs, and advise management on work plan and scheduling matters.
Provide technical and administrative support to lower-graded systems analysts and all levels of call-site management.
Provide management with input on budgetary requirements for toll-free telephone systems.
Conduct special studies and prepare oral and/or written briefings on findings.
Ensure controls are responded to in a timely manner.