Customer Service Systems Analyst

Quick Facts

• Role: Customer Service Systems Analyst (GS-9/GS-11)

Description

Monitor and analyze customer service systems and contact center operations to ensure calls and chat services are handled appropriately. Coordinate staffing coverage and schedules for telephone and chatbot services, monitor performance, adjust assignments based on workload, and respond to traffic variations. Prepare reports on time utilization, run special reports, and support management decision-making through data and error trend analysis.

Responsibilities

• Monitor the Finesse System, Aceyus, and related peripherals; ensure systems function properly and calls are answered appropriately.

• Track employee time usage via Aceyus; notify managers of alerts; prepare daily time-usage reports; run special reports.

• Monitor incoming call traffic, staffing levels, and agent status to maintain appropriate staffing.

• Schedule and coordinate employee coverage for chatbot services; adjust staffing based on performance and operational priorities.

• Coordinate with local management, Planning and Analysis (P&A), and the Joint Operations Center (JOC) to respond to traffic pattern variations.

• Schedule read time, meetings, breaks, and lunches; manage group assignments; keep staffing data current (absences, training, furloughs, weekly meetings).

• Maintain adherence to schedules through system applications.

Requirements

• GS-9: 1 year specialized experience equivalent to GS-07 OR qualifying master’s graduate degree (or equivalent) OR 2 full years of progressively higher-level graduate education OR LL.B./J.D. (or combination of education/experience).

• GS-11: 1 year specialized experience equivalent to GS-09 OR PhD (or equivalent) OR 3 full academic years of progressively higher-level graduate education OR LL.M. (or combination of education/experience).

• Specialized experience includes analyzing problems, understanding work processes/programs/functions/error trends, and preparing routine management responses using oral and written communication.

• For GS-11, experience with systems/software for management tracking reports and knowledge of computerized ACD telephone system design/operation/capabilities.

Benefits

Comprehensive federal employee benefits package; eligibility depends on position type (full-time/part-time/intermittent).