Telephone System Analyst *RPP Only*
What does a Telephone Systems Analyst do? As a telephone system analyst you will perform a wide range of system functions essential to the effective operation of the call site where you will do analyses, coordination, and suggest resolutions to a range of workflow and operational problems and issues. Your work will support efforts in areas such as staffing, scheduling and performance monitoring, and provide input on program directives, which directly affect management decisions. As a Telephone Systems Analyst you will:
Monitor the Aspect System e-WFM and peripherals to ensure that the systems are in function. Monitor incoming call traffic, staffing levels and agent status, and track employee time usage through the daily use of RTA and provide reports on this usage. Project and analyze staffing to determine if 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. Prepare reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data. Maintain equipment inventory and assess the need for replacement or additional equipment. Work closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advise of needed skills. Where can I find out more about other IRS careers? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement:
GS-11 Level:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes:
experience that demonstrates general knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and the knowledge and ability of internal and external automated systems and controls to assist with training. ORYou may substitute education for specialized experience as follows:
3 full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR A PH.D or equivalent doctoral degree in any field of study from an accredited college or university. OR A LL.M., if related ORYou may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. - The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis.- To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-09 level for 52 weeks (time-in-grade requirement)
Estimated Salary: $20 to $28 per hour based on qualifications.
Monitor the Aspect System e-WFM and peripherals to ensure that the systems are in function. Monitor incoming call traffic, staffing levels and agent status, and track employee time usage through the daily use of RTA and provide reports on this usage. Project and analyze staffing to determine if 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. Prepare reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data. Maintain equipment inventory and assess the need for replacement or additional equipment. Work closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advise of needed skills. Where can I find out more about other IRS careers? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement:
GS-11 Level:
You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes:
experience that demonstrates general knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and the knowledge and ability of internal and external automated systems and controls to assist with training. ORYou may substitute education for specialized experience as follows:
3 full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR A PH.D or equivalent doctoral degree in any field of study from an accredited college or university. OR A LL.M., if related ORYou may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. - The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis.- To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-09 level for 52 weeks (time-in-grade requirement)
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$71,274 to $92,655 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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