Remote Telephone System Analyst – Evening Shift

Internal Revenue Service; Covington (KY); Remote; USD 64.000 - 101.000; Vollzeit

Zusammenfassung

Internal Revenue Service is seeking a Telephone System Analyst (Temp Position) to monitor the e-WFM system and staffing metrics for the Cincinnati area. The role supports timely telephone service by ensuring agents are appropriately skilled and calls are routed efficiently.

Candidates should have a college degree and be prepared to work a 2:00 pm–10:30 pm shift, with telework eligibility. The position offers a temporary path up to one year, with possibility of extension per business needs.

Qualifikationen

• Requires a college or university degree from an accredited institution.
• Foreign education may be evaluated for equivalence with evidence.
• Evidence of foreign credential equivalence must be provided if applicable.

Aufgaben

• Monitors the Aspect System e-WFM and peripherals to ensure calls are answered by skilled agents.
• Monitors time usage with RTA and notifies managers of alerts on team members.
• Provides daily time usage reports and runs special reports for staffing and performance.

Ausbildung

Bachelor's degree or higher

Jobbeschreibung

Internal Revenue Service is seeking a Telephone System Analyst (Temp Position) to monitor the e-WFM system and staffing metrics for the Cincinnati area. The role supports timely telephone service by ensuring agents are appropriately skilled and calls are routed efficiently.

Candidates should have a college degree and be prepared to work a 2:00 pm–10:30 pm shift, with telework eligibility. The position offers a temporary path up to one year, with possibility of extension per business needs.