The primary purpose of this position is to advise management on developing and establishing procedures and coordinate training programs in the National Call Center. Types of training may include: VBA program training, basic skills, customer service training, mandatory and quality improvement training. The incumbent of this position will serve at the National Call Center and report to the National Call Center Manager.

Duties

Major Duties The incumbent is responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for assigned area of responsibility. Responsible for advising the National Call Center Manager (NCCM), on the daily operation of the Section (Division) to include reporting daily operational problems and needs in order to achieve goals and objectives of NCC VBA benefits programs as they relate to the National Call Center. Responsible for scheduling training and preparing the training room to ensure the environment is appropriate for training to include ensuring all supplies training manuals and equipment are available. Maintains a NCC Training Library with complete reference manuals that are available at the scheduled time of training. Responsible for utilizing LMS and providing training to National Call Center supervisors and employees to access training products, building learning plans, and running reports; managing user accounts and coordinating technical support. Works with the Regional Office Training Coordinator to assist in the development of effective orientation programs for VA employees. Plans mandatory training to be consistent with VA objectives and to meet mandated needs (e.g., Prevention of Sexual Harassment Training, Diversity Training). Assists the National Call Center management with local silent monitoring. Reviews, tracks and analyzes local silent monitoring results, call recordings, and the Direct Services National Silent Monitor data and recordings to identify performance deficiencies for training. The incumbent uses this data to develop and plan an effective training program. Performs other duties as assigned. Promotion Potential: None Work Schedule: Monday- Friday, 8:00 a.m. - 4:30 p.m. Compressed/Flexible: Available Telework: Available Virtual: This is not a virtual position. Position Description/PD#: 37006A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/07/2023. 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. 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: Teaching or instructing in an adult education program, secondary school, college, military installation, or industrial establishment in the appropriate field(s). Supervising or administering a training program. Development or review of training/course materials, aids, devices, etc., and evaluation of training results. Work in the occupation or subject-matter field of the position to be filled that required training or instructing others on a regular basis. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have Ph.D. or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education. Only graduate level education in excess of the first 2 years of graduate study may be used to qualify at the GS-11 level. To compute your combined percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education beyond one year by 18. Add the two percentages. The total percentage must equal at least 100% to qualify for this grade. 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: Work is usually sedentary but may require walking and standing during training sessions. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://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 Nashville Regional Benefit Office 110 9th Avenue S Nashville, TN 37203 US
• Name: Stanley Graham
• Phone: 601-364-7271
• Email: [email protected]