Telephone System Analyst

Job Title

Duties

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 Aspect System e-WFM and peripherals to ensure that the systems are functioning and that telephone calls are answered by appropriately skilled agents. Monitors and tracks employee time usage through the daily use of RTA. Notifies Team managers when alerts occur on employees in their teams. Provide reports of daily time usage and runs special reports to support manager observations of employee's time utilization.
• Monitors incoming call traffic, staffing levels and agent status. Scheduled staffing requirements in conjunction with data generated by telephone and inventory systems are used to ensure proper staffing levels.
• Projects and analyzes staffing to determine if telephone staffing requirements can be met.
• Troubleshoots and reports system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
• Prepares reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data. Recommends solutions in response to performance deficits.

Standard Position Descriptions (SPD): PD94731 and PD94732 Visit the IRS SPD Library to access the position descriptions.