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Duties

WHAT IS THE WI - WAGE AND INVESTMENT 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: Wage and Investment, Customer Account Services. 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. Serves as an expert analyst responsible for developing and/or interpreting guidance on program planning, execution, and evaluation. Leads or serves as a team analyst or advisor overseeing team members, project leaders, and/or project support personnel. Prepares directives, issuances, memoranda, policy statements, legislative proposals, and other written guidelines and recommendations to introduce new initiatives and to recommend effective operations consistent with policies and objectives. Develops long-range program plans, goals, objectives, and milestones. Identifies and develops ways to resolve or address issues which directly affect the accomplishment of principal program goals and objectives.

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-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. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: GS-12 LEVEL: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 level in the Federal Service. Examples of specialized experience includes: Experience utilizing evaluative and analytical methods and techniques to identify and measure accomplishments and progress, revise methods, and develop new approaches to information gathering. Knowledge of project management techniques to plan, schedule, and conduct complex projects; mission, organization, work processes and related administrative activities to identify actual or potential problem areas, trends, deficiencies, or other similar factors affecting operations. Budgeting methods and techniques to prepare analyses and estimates. Experience with oral and written communication techniques to present findings and negotiate solutions. Experience maintaining call center operations by monitoring system performance and identifying anomalies. Experience managing inbound/outbound calls from taxpayers in the call center environment using Contact Center systems (e.g., Cisco products: Aceyus, Intelligent Contact Management, Customer Voice Portal, Unified Contact Center Enterprise, as well as, Data Warehouses (Enterprise Telephone Data), Voice Response Units, Google Analytics, and Mindful/Customer Callback). Experience with agent skill groups, call applications and product lines; Experience with management planning in order to develop new or revised procedures or products for programs. SPECIALIZED EXPERIENCE: GS-13 LEVEL: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 level in the Federal Service. Examples of specialized experience includes: Experience utilizing a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative. Applying project management principles to programs, projects, and studies concerning the efficiency and effectiveness of operations and means to improve them. Knowledge of project management to evaluate complex projects and studies and experience identifying problem areas, trends, deficiencies, and other similar factors affecting operations. Experience utilizing budgeting methods and techniques to prepare analyses and estimates, and oral and written communication techniques to present findings, deliver briefings, and negotiate solutions to disputed recommendations. Experience maintaining call center operations by monitoring system performance and identifying anomalies. Experience managing inbound/outbound calls from taxpayers in the call center environment using Contact Center systems (e.g., Cisco products: Aceyus, Intelligent Contact Management, Customer Voice Portal, Unified Contact Center Enterprise, as well as, Data Warehouses (Enterprise Telephone Data), Voice Response Units, Google Analytics, and Mindful/Customer Callback). Experience with agent skill groups, call applications and product lines; Experience with management planning in order to develop new or revised procedures or products for programs. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

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 WI - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]