Management and Program Assistant (Gatekeeper)

Management and Program Assistant (Gatekeeper) Schedule: Tour of Duty: Day Shift, Monday-Friday (start times between 6:00am-6:00pm), 40 hours per week WHAT IS Taxpayer Services? A description of the business units can be found at: Position(s) are to be filled in following area(s): TS SC - Accounts Management - Kansas City - Accounts Management Kansas City REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS Key Responsibilities 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. Under the guidance of call site management, the incumbent utilizes 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 time usage through the daily use of Real Time Adherence (RTA). Communicate real-time adherence issues to operation management for immediate resolution and/or to account for the employee 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. Runs a variety of telephone reports including Agent Productivity Reports, Alarm Reports, Performance Reports, Agent Ready Reports, Agent Schedule Tally Report, Sign On/Sign Off Report, Idle with Reason Code Reports and Team Reports. Reviews reports for accuracy prior to distribution and takes corrective actions. STANDARD POSITION DESCRIPTIONS (SPD): PD97078 Visit the IRS SPD Library to access the position descriptions. Requirements & Education 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. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE). As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at View phone number on click.appcast.io option #1 for ERC. Which agency is hiring for this position? This position is with Internal Revenue Service, Department of the Treasury. What is the salary for this position? The posted pay range is $51740 – $67264/yr. Is this position remote or telework eligible? This position is eligible for telework. What is the application deadline? Applications close on 2026-10-09. What is the work schedule? This is a Tour of Duty: Day Shift, Monday-Friday (start times between 6:00am-6:00pm), 40 hours per week position. Who is eligible to apply? This position is open under the 'Fed Transition' hiring path. Related Searches Management and Program Assistant (Gatekeeper), Management and Program Assistant (Gatekeeper) jobs, Management and Program Assistant (Gatekeeper) careers, apply Management and Program Assistant (Gatekeeper), Management and Program Assistant (Gatekeeper) in Saint Louis, Management and Program Assistant (Gatekeeper) jobs Saint Louis, Management and Program Assistant (Gatekeeper) in Missouri, Management and Program Assistant (Gatekeeper) jobs Missouri, jobs in Saint Louis, careers in Saint Louis, jobs in Missouri, federal jobs in Missouri, government jobs Missouri, jobs near Saint Louis, Missouri, Internal Revenue Service, Internal Revenue Service jobs, Internal Revenue Service careers, Internal Revenue Service Saint Louis, Department of the Treasury, Department of the Treasury jobs, Management And Program Clerical And Assistance, Management And Program Clerical And Assistance jobs, USAJOBS Management And Program Clerical And Assistance, fed transition jobs, Tour of Duty: Day Shift, Monday-Friday (start times between 6:00am-6:00pm), 40 hours per week jobs Source: USAJOBS.gov — U.S. Federal Government #J-18808-Ljbffr Internal Revenue Service