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    Duties

    Summary

    WHAT IS THE WAGE & INVESTMENT DIVISION: The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.

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    Responsibilities

    WHAT DOES A PROGRAM ANALYST (SYSTEMS ADMINISTRATOR) DO?
    As a Systems Administrator you ensure that a variety of duties essential to the effective operation of the call site are performed and provides technical and administrative support to lower graded systems analysts; and works closely with call site management on planning and delivery of performance objectives.

    As a Program Analyst (Systems Administrator) you will:

    • Serve as the resident expert on telephone performance objectives and indicators. Provide analysis of performance indicators and objectives such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time and Transfer Data. Identify improvement opportunities and recommends solutions in response to performance deficits.
    • Analyze 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.
    • Perform special studies and prepares oral and/or written briefings to managers on findings. Ensure that controls are responded to in a timely manner.


      WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    12

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/535752100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.