Contact Center Manager Jobs in Springfield, MA (NOW HIRING)

WHAT IS INFORMATION TECHNOLOGY?
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(s):
  • IT - Taxpayer Services and Online Accounts

• Consider each location carefully when applying. You will be limited to 3 location choices. If you are selected for a location, that location will become your official post of duty.

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILSQualifications:

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 REQUIRMENTS: To qualify for this position, you must meet the qualification requirements outlined below:
MINIMUM REQUIREMENTS FOR GRADE 12 LEVEL UP (GS or Equivalent) You must have Information Technology related experience demonstrating each of the following nine competencies: 1) Attention to Detail, 2) Customer Service, 3) Decision Making, 4) Information Management, 5) Interpersonal Skills, 6) Oral Communication, 7) Problem Solving, 8)Team Work and 9) Technical Competence.
Specialized Experience GS-14 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes:

• Leading or coordinating IT projects, application-related efforts, operational initiatives, or system-related activities that affect multiple users, teams, programs, or business processes.
• Applying advanced IT principles, concepts, methods, and practices to evaluate requirements; resolve technical issues; guide system, application, or code testing and configuration decisions; and ensure technical documentation and federal cybersecurity, privacy, or regulatory requirements are addressed.
• Engaging customers, stakeholders, users, product or business owners, and technical teams to define business or technical requirements, communicate technical impacts, and guide delivery of secure, reliable, scalable IT solutions.
• Evaluating system, service, or application performance, availability, reliability, security controls, usability, and operational effectiveness; identifying risks, issues, defects, or gaps; and leading corrective actions or improvement efforts.
• Analyzing competing technical approaches and providing authoritative recommendations to management, stakeholders, or IT specialists on the selection, design, configuration, implementation, or improvement of IT solutions with organizational impact.
• Administering, configuring, monitoring, tuning, and maintaining enterprise Microsoft SQL Server database environments supporting production and contact center operations systems.
• Designing and managing high availability and disaster recovery configurations, including database clustering, replication, failover, backup, recovery, and performance optimization activities for mission-critical operational and customer interaction platforms.
• Designing, developing, maintaining, and troubleshooting ETL (Extract, Transform, Load) processes and data integration workflows supporting enterprise reporting, contact center operational metrics, workforce management, and customer interaction data needs.
• Developing and optimizing complex SQL queries, stored procedures, views, functions, and data models to support operational reporting, analytics, business intelligence requirements, and contact center performance analysis activities.
• Collaborating with technical teams, business stakeholders, analysts, and leadership to identify, develop, and deliver data solutions supporting customer service operations, business performance analysis, workforce management, and operational decision-making activities.
• Analyzing datasets to support contact center metrics, service level reporting, trend analysis, workload management, forecasting, customer experience reporting, and operational performance measurement activities.
• Applying database security, access controls, auditing, data governance, and data integrity best practices within enterprise and customer service operational environments.
• Troubleshooting and resolving database performance, connectivity, data quality, and integration issues across interconnected operational support systems, reporting platforms, and customer interaction technologies.
• Applying DevSecOps, change management, automated deployment, version control, and enterprise lifecycle management practices in support of database and data integration environments.
• Providing technical leadership, guidance, and support for database administration, data integration, reporting solutions, operational analytics initiatives, and contact center data environments.

AND
You must also meet the following requirement(s):

• PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration.
• 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): Federal employees must meet time-in-grade requirements. 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.

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).Employment Type: OTHER