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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: SBSE, Campus Collection Operations, Planning & Analysis, Management Systems Team (MST). The following are the duties of this position at the full working level. Serves as the resident expert on telephone performance objectives and indicators. Provides analysis of performance indicators and objectives such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time and Transfer Data. Identifies improvement opportunities and recommends solutions in response to performance deficits. Analyzes adherence to schedule by application and makes recommendations to management regarding improvement opportunities, such as the need to balance competing workloads or change tours of duty. Takes an active role in creating and developing the Fiscal Year Work Plan and period schedules for the operations. Analyzes workflow issues, projects staffing needs, and advises management on work plan and scheduling issues. The Systems Administrator also provides technical and administrative support to lower graded systems analysts and all levels of management within the call site. Provides input to management as to budgetary requirements for toll-free telephone systems. Performs special studies and prepares oral and/or written briefings to managers on findings. Ensures that controls are responded to in a timely manner. Ensures that management has the necessary information to evaluate call site performance and make informed staffing decisions. Ensures that managers are familiar with and have access to reports via available sources such as Enterprise Telephone Data (ETD) and Custom View. Ensures that all levels of management are informed as to available data sources to monitor and assess site performance, as such conducts training classes and coaches managers on automated systems and reports.

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: To be minimally qualified for this position you must have one (1) 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 that demonstrated a wide range of evaluative and analytical methods, management and organizational techniques to establish criteria for identifying and measuring accomplishments and progress, revising methods and developing new approaches and analyzing the impact of changes and make recommendations; Knowledge of functional programs, operations, work processes and related administrative activities to identify actual or potential problem areas, and deficiencies; Experience working with project management tools and techniques to plan, schedule, implement, closeout, and evaluate complex projects and studies; Oral communication techniques sufficient to present findings, deliver briefings, and negotiate solutions to disputed recommendations, as well as, written communication techniques to prepare project papers, reports, manuals, and directives. Conducting analytical studies and/or projects to resolve substantive problems or improve effectiveness and efficiency of the operating line and administrative programs. Planning and evaluating to include analyzing various types of inventory/workload reports to prioritize and schedule work to meet program goals (such as conducting workload analysis to determine and project gaps and/or overlaps in production measures); analyzing workflow to identify delays in processes, variances in quality/quantity or other issues impacting effectiveness/efficiency, and make revisions/recommendations for improvement; planning, developing and delivering technical training. Problem solving to include analyzing business measures and comparing against established standard; preparing recommendations for resource requirements to accomplish the project or program; producing spreadsheets to manage, track, and report data to facilitate decision making; monitoring systems to identify problems and verify changes are functioning correctly; conducting studies of work processes to identify, analyze and recommend solutions to problems in organizational structure, staffing, administrative procedures work processes and/or distribution; conducting cost benefit analyses, risk analysis or other technique to determine the best course of action. Writing to include producing written information such as headquarters-approved job aids and training materials for a broad audience and providing recommendations or findings to the next level of management or above. Influencing/Negotiating to include persuading others to accept recommendations, cooperate, or change their behavior; working with others towards an agreement; negotiating to find mutually acceptable solutions. 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 (Section 3, Explanation of Terms) or 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