Customer Service System Analyst

Job Title

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.

Monitors the Finesse System, Aceyus, and related peripherals to ensure systems are functioning properly and telephone calls are answered by appropriately skilled employees. Monitors and tracks employee time usage through the daily use of Aceyus; notifies team managers when employee alerts occur; prepares reports of daily time usage; and runs special reports to support management observations of employee time utilization.

Monitors incoming call traffic, staffing levels, and agent status, utilizing scheduled staffing requirements in conjunction with data generated from telephone, inventory systems, and site management to ensure appropriate staffing levels.

Schedules and coordinates employee coverage for the Chat Bot service, ensuring adequate staffing based on workload demands and operational priorities. Monitors Chat Bot service performance, adjusts staffing assignments as necessary, and incorporates emerging technologies and evolving digital service tools into daily scheduling and operational support.

Coordinates with local management and the Planning and Analysis (P&A) staff to schedule telephone staffing and adjust as necessary. Coordinates with local management, P&A, and the Joint Operations Center (JOC) to respond to variations in traffic patterns. Schedules and/or coordinates read time, meetings, breaks, and lunches; schedules group assignments; and notifies team managers of employee telephone and inventory schedules. Assists in monitoring adherence to schedules through system applications and maintains current staffing data, including scheduled employee absences, training, furloughs, weekly meetings, read time, and other staffing-related information.

Standard Position Descriptions (SPD): PD26649 and PD26650 Visit the IRS SPD Library to access the position descriptions.