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Duties

WHAT IS THE SMALL BUSINESS SELF EMPLOYED (SB/SE)DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Small Business Self Employed Campus Collection Operations - Fresno 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. Ensures systems are operational and functioning properly by monitoring, maintaining, and troubleshooting, various computer system applications used by SB/SE operations. These applications include but are not limited to telephones, inventory, workforce management (WFM), customer relationship management (CRM), and peripheral systems. Performs system security audits to ensure access rights for applications, systems, processes and devices are restricted to the lowest level of permissions required for employee to perform authorized activities. Monitors, conducts analysis and prepares performance reports for each system using a variety of software tools to monitor historical and real-time performance targets and indicators. Notifies site managers when employee performance alerts occur. Reports include but are not limited to incoming call traffic, available inventory, cases worked, services provided, handle time, average handle time (AHT), call transfers, staff time, average staff time (AST) for account dispositions. Schedules direct, overtime, and overhead staff activity using data from telephone and inventory systems to ensure appropriate staffing levels for telephone and inventory programs. Monitors adherence to schedule, provides staffing projections, and analyzes scheduled staffing to determine whether inventory and telephone staffing changes are required. Maintains automated time tracking systems (e.g., ATTS), Updates WFM software (e.g., eWFM) with scheduled employee absences such as leave, training, furlough, weekly meetings, read time, etc. Works closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advises of needed skills each planning period.

Requirements

Qualifications

Federal experience is not required. 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-time work 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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-09 LEVEL: You must have 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 communications 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 Two (2) full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR Master's or equivalent graduate degree in any field of study from an accredited college or university. OR LL.B or J.D., if related. OR A combination of qualifying graduate education and experience equivalent to that described above SPECIALIZED EXPERIENCE: GS-11 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Experience with work processes, programs, functions, error trends, and day-to-day workflow; Using oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and with internal and external automated systems and controls to assist with training. OR Three (3) full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR PH.D or equivalent doctoral degree in any field of study from an accredited college or university. OR LL.M., if related OR A combination of qualifying graduate education and experience equivalent to that described above. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

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 for Foreign Education Credentialing instructions.

Contacts

• Address SBSE CAMP COLL - Campus Collection Fresno 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748