This position is geographically located at the William S. Middleton Memorial Veterans Hospital, Madison, WI. The primary purpose of this position is to assist the VISN 12 Telecommunications Manager while functioning as a 2nd level "Supervisor" and exercising staff responsibility and oversight of the administrative & technical work performed by the VISN 12 Telecommunications Call Center (TCC) staff that spans 3 fully staffed shifts.

Duties

The VISN 12 TCC is a Centralized Telephone Attendant Call Center, providing coverage twenty-four hours a day and seven days a week, tending to callers across the entire VISN 12 four state geographical catchment area. Assists the VISN 12 Telecommunications Manager with conventional studies on call flow into and out of the VISN 12 Centralized Attendant as well as operational processes, work methods and procedures. These studies will be used for the evaluation and formation of plans for ongoing improvement and transformation to improve the Veteran experience. Works in collaboration with the organizations leadership, stakeholders, end users as well as vendors if appropriate on continued call center modernization and/or improvement with phased implementation of recommended approaches. Works with the VISN 12 Telecommunications Manager identifying opportunities inside and outside the VISN 12 Centralized Attendant to improve telephone access and support. Such work inside the department includes implementing and evaluating plans, and internal operational systems such as information and workload tracking (e.g. call volume, analyzing staffing targets, and related requirements; and provides cost data and other information for use in planning and evaluation activities related to the work unit). Contacts and engages frequently with staff at all levels to validate listings, call processing information and communicate opportunities to better serve Veterans navigating through the VISN 12 Centralized Attendant to their desired destination. Adheres to policies and regulations, while working through problems and management systems to formulate innovative approaches to resolve conflicting requirements and differing opinions within the VISN 12 Centralized Attendant. Assists the VISN 12 Telecommunications Manager with program cost analysis such as development of life cycle or other cost analysis of projects, or performance of cost benefit or economic evaluations of programs as they relate to the VISN 12 Centralized Attendant. Performs the full range of personnel management and "2nd Level" supervisory personnel functions in support of roughly 36 FTE with varied telecommunications functions and activities. Acts as the liaison with the local human resources office concerning personnel-related matters. Work Schedule: M-F | 7:30am -4:00pm Telework: Ad-HOC Virtual: This is not a virtual position. Position Description/PD#: Telecommunications Call Center Manager/PD18001O Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/10/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge of operation of telecommunication systems. Knowledge of performance management concepts, principles, and practices related to planning, monitoring, rating, and rewarding employee performance. Performs program cost analysis and cost-effectiveness study for operating or administrative programs. Assists with budget formulation, justification, and execution; financial management and financial reporting . OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or LL.M., if related. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education. You will be rated on the following Competencies for this position:Administration and ManagementCustomer ServiceHuman Resources ManagementPerformance ManagementPlanning and EvaluatingExperience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is primarily sedentary, although some slight physical effort may be required. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Nathan Peters
• Phone: 612-467-4816
• Email: [email protected]