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Duties

WHAT IS THE SMALL BUSINESS/SELF-EMPLOYED (SBSE) 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 (SBSE) Campus collection Operations The following are the duties of this position at the full working level. Under the guidance of call site management the incumbent uses on-line tools including Aspect, Customview, Webview, and Electronic Workforce Management (eWFM) to identify and react to real-time telephone staffing issues. Monitors and tracks employee's time usage through the daily use of Real Time Adherence (RTA). Communicates real-time adherence issues to operation management for immediate resolution and/or account for employees by inputting the proper exception into eWFM or similar system. Notifies management of operational performance issues, such as long wrap up of phone calls, lunch, and daily breaks. Maintains a log of operational performance issues, staffing, and system problems to report information to management. Coordinates with management to adjust staffing for telephones and inventory. Runs a variety of telephone reports including Agent Productivity Reports, Alarm, Performance, Agent Ready, Agent Schedule Tally, Sign On/Sign Off, Idle with Reason Code, and Team reports. Reviews reports for accuracy prior to distribution and take necessary corrective actions.

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: QUALIFICATION REQUIREMENTS: SPECIALIZED EXPERIENCE: GS-05: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: Experience in using applicable programs to collect data and prepare reports; apply policies and procedures to provide effective management/program support; experience with extracting information, assembling reports, and assisting in monitoring function programs. OR Bachelor's degree or four (4) years of education above high school in any field of study from an accredited college or university. OR You may qualify by a combination of experience and education. 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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

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