Customer Service System Analyst

WHAT IS Small Business/Self-Employed Division? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): SBSE CAMP EXAM - SB/SE- CAMP EXAM/AUR REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS PRINCIPALES MISSIONS : The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Monitors the Finesse System, Aceyus, and related peripherals to ensure systems are functioning properly and telephone calls are answered by appropriately skilled employees. Monitors and tracks employee time usage through the daily use of Aceyus; notifies team managers when employee alerts occur; prepares reports of daily time usage; and runs special reports to support management observations of employee time utilization. Monitors incoming call traffic, staffing levels, and agent status, utilizing scheduled staffing requirements in conjunction with data generated from telephone, inventory systems, and site management to ensure appropriate staffing levels. Schedules and coordinates employee coverage for the Chat Bot service, ensuring adequate staffing based on workload demands and operational priorities. Monitors Chat Bot service performance, adjusts staffing assignments as necessary, and incorporates emerging technologies and evolving digital service tools into daily scheduling and operational support. Coordinates with local management and the Planning and Analysis (P&A) staff to schedule telephone staffing and adjust as necessary. Coordinates with local management, P&A, and the Joint Operations Center (JOC) to respond to variations in traffic patterns. Schedules and/or coordinates read time, meetings, breaks, and lunches; schedules group assignments; and notifies team managers of employee telephone and inventory schedules. Assists in monitoring adherence to schedules through system applications and maintains current staffing data, including scheduled employee absences, training, furloughs, weekly meetings, read time, and other staffing-related information. STANDARD POSITION DESCRIPTIONS (SPD): PD26649 and PD26650 Visit the IRS SPD Library to access the position descriptions. QUALIFICATIONS REQUISES : Federal experience is not required. Experience may have been gained in the public sector, private sector or through 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/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. QUALIFICATIONS GS-9: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience with internal management policies and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions. Experience with work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends. Experience with oral and written communication techniques to assist in the preparation of routine responses for operations' management and to coordinate data and information. Experience with internal and external automated systems and controls to assist with training. OR You may qualify based education as follows: A master's or equivalent graduate degree in a related field of study from an accredited college or university. OR Two (2) full years of progressively higher level graduate education leading to such a degree

Salaire : $61,722 – $106,982/Per Year | Avantages : https://www.jobs.irs.gov/resources/benefits

WHY IS THE IRS A GREAT PLACE TO WORK? As an IRS employee, you will feel proud knowing you helped make America stronger while working at one of the world's biggest financial institutions. You will be part of an organization that collects over $2 trillion in revenue and processes over 200 million tax returns annually. We are proud of how we apply the tax law with integrity and fairness to all. The IRS hires talented and dedicated individuals from many backgrounds, including accounting, business, finance, law enforcement and information technology. You will be challenged & supported on a daily basis. Whether you are just starting out or looking for a new opportunity, consider an IRS career. The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have employees across the country and around the world. Come Join th