Telephone System Analyst

Duties

As a Telephone Systems Analyst you will:

• Monitor the Aspect System e-WFM and peripherals to ensure that the systems are in function.
• Monitor incoming call traffic, staffing levels and agent status, and track employee time usage through the daily use of RTA and provide reports on this usage.
• Project and analyze staffing to determine if telephone staffing requirements can be met.
• Troubleshoot and report system problems to Joint Operations Center (JOC) and Program Management and Process Assurance (PM/PA) staff.
• Prepare reports requiring research and analysis of performance indicators such as Services Provided, Handle Time, Average Handle Time (AHT), and Transfer Data.
• Maintain equipment inventory and assess the need for replacement or additional equipment.
• Work closely with other support functions such as the training coordinator to advise when training classes can be scheduled and advise of needed skills.

Qualifications

You must meet the following requirements by the closing date of this announcement.

GS-9 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: experience that demonstrates general knowledge of internal management policies, and functional responsibilities in the Customer Service Systems Analyst area in order to assist in analyzing problems and provide solutions; Knowledge of work process, programs, functions, error trends and day-to-day workflow to assist in identifying discrepancies and trends; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations’ management and to coordinate data and information; General knowledge of internal and external automated systems and controls to assist with training. OR

You may substitute education for specialized experience as follows: 2 full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR Master's or equivalent graduate degree in any field of study from an accredited college or university. OR LL.B or J.D., if related. OR

You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

GS-11 LEVEL: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: experience that demonstrates general knowledge of design, operation and capabilities of a computerized ACD telephone system operation; Knowledge of systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Knowledge of work processes, programs, functions, error trends, and day-to-day workflow; Knowledge of oral and written communications techniques to assist in the preparation of routine responses for Operations’ management and to coordinate data and information; and the knowledge and ability of internal and external automated systems and controls to assist with training. OR
You may substitute education for specialized experience as follows: 3 full academic years of progressively higher level graduate education in any field of study from an accredited college or university. OR A PH.D or equivalent doctoral degree in any field of study from an accredited college or university. OR A LL.M., if related OR
You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.

• The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.
• To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

In addition to the above requirements, you must meet the following, if applicable: You must have been at the next lower grade level of the grade you are applying to for 52 weeks (time-in-grade requirement).