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

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.

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).