Telephone System Analyst - Temp Position NTE 1 Year, MBE up to 2 years

Internal Revenue Service•Covington, KY

About The Position

The Telephone System Analyst supports the Taxpayer Services Service Center, Cincinnati Accounts Management. The role monitors the Aspect System e-WFM and its peripherals to ensure systems function properly and calls are answered by appropriately skilled agents. It also tracks employee time usage, monitors incoming call traffic and staffing levels, analyzes staffing needs, and troubleshoots system problems. The position is temporary, with a stated not-to-exceed period of one year and a possible maximum of two years under MBE.

Requirements

For GS-9, one year of specialized experience equivalent to GS-7, including experience with business operating division policies and telephone systems analyst functions; identifying error trends in day-to-day workflow; oral and written communication; working with automated systems and controls to assist with training; and using Microsoft Excel calculations to prepare reports.
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 combination of experience and education may also qualify.
For GS-11, one year of specialized experience equivalent to GS-9, including understanding the design, operation, and capabilities of a computerized Automatic Call Distribution (ACD) telephone system; using systems and software to produce management reports; analyzing workflow and error trends to identify discrepancies and troubleshoot issues; oral and written communication; developing presentations, conducting training, and serving as a technical resource; and using Microsoft Excel to manipulate data and create graphs and reports.
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 combination of experience and education may also qualify.
Current civilian employees must meet the applicable time-after-competitive-appointment requirement: at least 90 days of federal civilian service since their latest qualifying non-temporary competitive appointment, by the specified date.
Applicants must meet applicable time-in-grade requirements. For positions above GS-5, one year (52 weeks) at the next lower grade is required.
Obtain and use a government-issued charge card for business-related travel.
A person subject to a probationary period must complete the remainder of that period if transferred, promoted, demoted, or reassigned before completing it.

Responsibilities

Monitor the Aspect System e-WFM and peripherals to ensure proper system functioning and that calls are answered by appropriately skilled agents.
Monitor and track employee time usage through daily use of RTA.
Notify team managers when alerts occur for employees on their teams.
Provide daily time-usage reports and run special reports to support managers’ observations of employee time utilization.
Monitor incoming call traffic, staffing levels, and agent status.
Use scheduled staffing requirements and data from telephone and inventory systems to ensure appropriate staffing levels.
Project and analyze staffing to determine 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.