Telephone System Analyst - Temp Position NTE 1 Year, MBE up to 2 years

Internal Revenue Service; Covington (KY); Remote; USD 64,000 - 101,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Education

Bachelor's degree or higher

Job description

Telephone System Analyst - Temp Position NTE 1 Year, MBE up to 2 years

• Schedule: TOD: Monday - Friday | 2:00 pm - 10:30 pm

WHAT IS TAXPAYER SERVICES SERVICE CENTER? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Taxpayer Services Service Center - Cincinnati Accounts Management 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. 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 manger 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. STANDARD POSITION DESCRIPTIONS (SPD): PD94731 and PD94732 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 1-866-743-5748 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 $64290 – $101126/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-11-03.

What is the work schedule?

This is a TOD: Monday - Friday | 2:00 pm - 10:30 pm position.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.