Job Listing
Telephone System Analyst
Internal Revenue Service · Posted 6 days ago
Hybrid Kansas City, MO $62K – $99K Apply by Sep 15, 2026 Miscellaneous Administration And Program ENTJESFJESTJISTJ
Apply for this job → About the Role
WHAT IS TAXPAYER SERVICES? 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): TS SC - Accounts Management This job (or announcement) is open to current permanent IRS competitive service employees in Accounts Management business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
What You'll Do
- →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 Aspect System e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents.
- →Monitors and tracks employee time usage through the daily use of RTA.
- →Notifies Team managers when alerts occur on employees in their teams.
- →Provide reports of daily time usage and runs special reports to support manger observations of employee's time utilization.
- →Monitors incoming call traffic, staffing levels and agent status.
- →Scheduled staffing requirements in conjunction with data generated by telephone and inventory systems are used to ensure proper staffing levels.
- →Projects and analyzes staffing to determine if telephone staffing requirements can be met.
- →Troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
- →Prepares reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data.
- →Recommends solutions in response to performance deficits.
- →STANDARD POSITION DESCRIPTIONS (SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions.
Requirements
- ✓Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.
- ✓Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.
- ✓ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S.
- ✓Department of Education.
- ✓For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
- ✓FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements.
- ✓You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program.
- ✓It is your responsibility to provide such evidence when applying.
- ✓Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.
- ✓We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).
Benefits
- ★As a current employee, you know the great benefits we offer.
- ★Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
Personality Fit
Job ID: 8b6d7c2e-cd68-4111-a16e-e3dc1eb22016
Posted via USAJobs