Program Analyst

Job Title

Job Description

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.

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.

Standard Position Descriptions (SPD): PD94752 Visit the IRS SPD Library to access the position descriptions.