About this role

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement.

QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below: GS-13 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience must include: Utilizing a wide range of analytical and evaluative methods and techniques to design and conduct comprehensive studies.

Preparing analyses and estimates from budgeting methods and techniques to present to all levels of the organization, from frontline to executive. Planning, organizing, and conducting studies to be completed despite conflicting program goals and objects impacted by changes in legislation or regulatory guidelines. Utilizing oral and written communication to present findings, delivering briefings, and negotiating solutions to dispute recommendations.

Communicating with contact center management tools such as contact recording, workforce management, call center performance reporting, and quality metrics. Working within IRS Contact Center Environment or equivalent experience with other call center operations, including but not limited multi-channel services such as live and automated telephone services, web services, digital chat, co-browsing, and chatbots. Utilizing project management principles to manage project deliverables, business requirements, issue tracking, resource planning and risk management, including experience with IT related project management.

Utilizing IRS Enterprise Life Cycle or other project life cycle phases, including experience creating project artifacts. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment.

For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens" TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks.

There is no TIG restriction for GS-02, 03 or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards.

Source listing: usajobs