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Duties

WHAT IS THE TAXPAYER SERVICESDIVISION? 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: Taxpayer Services, Customer Account Services (CAS) The following are the duties of this position at the full working level. 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. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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-12 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience maintaining and improving call center operations by monitoring system performance and identifying and resolving anomalies. Experience managing inbound/outbound calls from taxpayers in the call center environment using automated 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 managing agents, agent skill groups, call applications and product lines to obtain targeted LOS goals. Experience applying the principles of management planning in order to develop new or revised procedures or products for assigned programs. Experience applying a wide range of analytical and evaluative methods in order to develop new approaches to existing programs such as Compliance and Accounts Management. Experience using oral communication to present plans and proposals to individuals and groups as well as experience writing communications to prepare written reports, disseminate policy information, and document findings and conclusions. Experience providing technical guidance. SPECIALIZED EXPERIENCE: GS-13 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes: Experience maintaining and improving call center operations by monitoring system performance, identifying and resolving anomalies, and preparing and completing action plans. Experience managing inbound/outbound calls from taxpayers in the call center environment using automated 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 managing agents, agent skill groups, call applications and product lines to obtain targeted LOS goals. Experience applying the principles of management planning in order to develop new or revised procedures or products for assigned programs. Experience applying a wide range of analytical and evaluative methods in order to develop new approaches to existing programs such as Compliance and Accounts Management. Experience using oral communication to present plans and proposals to individuals and groups, including top-level managers and field employees, as well as experience writing communications to prepare comprehensive written reports, disseminate policy information, and document findings and conclusions. Experience providing technical guidance. 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 TS - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748