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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 Service Centers Kansas City Accounts Management 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. 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-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. SPECIALIZED EXPERIENCE GS-06: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 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 tasks such as extracting information, assembling reports, and administratively monitoring function programs; experience participating in studies or projects to gather information, identify problems and report on trends. SPECIALIZED EXPERIENCE GS-07: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: Experience using programs to collect data and prepare reports; apply and interpret policies and procedures to provide effective management/program support; collect, report and evaluate information to draw conclusions, discuss findings and resolve problems; experience extracting information, assembling reports, and administratively monitoring function programs; experience in advising on work efforts and participating in studies or projects to gather information, identify problems and report on trends. 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 TS SC - Accounts Management - Kansas City 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748