Telephone System Analyst (Customer Service System Analyst)

Internal Revenue Service • Oakland, CA

4d • Onsite

About The Position

The Telephone System Analyst works in Taxpayer Services, Accounts Management, at the Ogden location. The role monitors the Aspect System e-WFM and related peripherals to ensure systems function properly and calls are answered by agents with appropriate skills. It tracks employee time usage using RTA, alerts team managers to issues, and provides daily and special reports on time utilization. The analyst monitors incoming call traffic, staffing levels, and agent status; uses staffing requirements and telephone and inventory system data to assess staffing needs; and analyzes whether telephone staffing requirements can be met. The position troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff. It also researches and analyzes performance indicators, including Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data, and recommends solutions to address performance deficits.

The vacancy may be filled at more than one grade. Employees selected at a lower grade may receive training and opportunities to learn higher-level duties. Standard Position Descriptions are PD94732 and PD94731. A probationary period may apply. Alternative work schedules and staggered work hours may be available.

Requirements

• For the GS-9 level, one year of specialized experience equivalent to GS-7, including experience with business operating division policies and telephone systems analyst responsibilities; analyzing problems and identifying solutions; using work processes, programs, and functions to identify error trends; communicating orally and in writing to prepare routine responses and coordinate information; working with automated systems and controls to assist with training; and using Microsoft Excel calculations to prepare reports.
• For the GS-9 level, 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 combination of experience and education may also qualify.
• For the GS-11 level, one year of specialized experience equivalent to GS-9, including understanding computerized Automatic Call Distribution (ACD) telephone systems; using systems and software to produce management tracking and decision-support reports; analyzing workflows and error trends and troubleshooting issues; preparing routine responses and coordinating information; developing presentations, conducting training, and serving as a technical resource for managers and employees; and using Microsoft Excel to manipulate data and create graphs and reports for analytical reviews.
• For the GS-11 level, 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 combination of experience and education may also qualify.
• 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 announcement date.
• Applicants must meet applicable time-in-grade requirements. For grades above GS-5, one year (52 weeks) at the next lower grade is required.
• Education used to meet qualification requirements must generally be from an accredited or pre-accredited college or university. Foreign education must be supported by evidence of equivalency to U.S. education.
• Experience may be from the public sector, private sector, or volunteer service. Part-time experience is prorated; resumes should specify employment dates and hours worked per week.
• A probationary period may be required.

Responsibilities

• Monitor the Aspect System e-WFM and peripherals to ensure systems function and calls are answered by appropriately skilled agents.
• Track employee time usage through daily use of RTA, notify team managers when employee alerts occur, and prepare daily and special reports on time utilization.
• Monitor incoming call traffic, staffing levels, and agent status.
• Use staffing requirements and data from telephone and inventory systems to assess staffing levels and project whether telephone staffing requirements can be met.
• Troubleshoot and report system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
• Research and analyze performance indicators, including Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data.
• Recommend solutions in response to performance deficits.

Benefits

• A comprehensive federal employee benefits package is available to employees and their families, subject to eligibility based on position type and work schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed