Program Analyst

Summary WHAT IS TAXPAYER SERVICES SERVICE? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area: Taxpayer Services REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS 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. Serves as the resident expert on telephone performance objectives and indicators. Provides analysis of performance indicators and objectives such as Services Provided, Handle Time, Average Handle Time (AHT), Available Time and Transfer Data. Identifies improvement opportunities and recommends solutions in response to performance deficits. Analyzes adherence to schedule by application and makes recommendations to managemen...

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