Lavonya Johnson

Associate's

Cyber Security Systems

Internal Revenue service

Lead Contact Representative

• Responsible for evaluating permanent and transitional staffing needs for Individual Masterfile (IMF). • Toll-Free Line and IMF assigned programs additionally providing policy guidance and interpretation for call center staff. • Analyze reports to determine labor required during standard and high peak processing cycles. • Creating staff assignments to reduce caseloads and reach mandatory unit goals accomplished by employees and evaluate the performance of assigned programs. • Utilize Matrix data to identify areas of opportunity to ensure employees are equipped • with skills needed to meet all workload demands. Use reports to assist with identifying employees with exceptional performance to prepare schedules for completion of more complex programs. • Review Correspondence Imaging Inventory (CII) and inventory control reports to evaluate inventory receipts, age category, to prioritize workable overage inventory that requires follow-up and to ensure assign inventory is process in first-in first out order or as priority. • Monitor Real-Time Adherence (RTA) and its companion software E-Workforce (EWFM) to make sure employees adhere to phone schedules and to input appropriate actions when variances are noted.