These positions are located within the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS) in Topeka, Kansas or Waco, Texas. The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Your duties can include but are not limited to the following: Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance. Keeps employees informed of any deviations from the standards and communicates with employees concerning their performance throughout the rating period. Completes performance appraisals on all employees in accordance with guidelines. Resolves informal complaints and grievances. Recommends personnel actions, including disciplinary and performance-based actions. Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions. Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management. Maintains computer-generated data on production and timeliness of actions for use in determining whether employees are meeting certain performance standards. Performs other duties as assigned. Work Schedule: Monday through Friday; 8-hour shift between 6:30am to 7:30pm CT. Specific work shift to be determined by supervisor after completion of training. Recruitment & Relocation Incentives: Not authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

To qualify for this position at the GS-9 grade level, applicants must meet the following: Specialized Experience: MUST possess one (1) full year of specialized experience equipped with the knowledge, skills and abilities to perform the duties of the Supervisory Contact Representative position. To be creditable, this experience must have been equivalent to the next lower grade level (GS-8) in Federal Service. Specialized experience includes: possessing working as a supervisor in a call center environment; planning and assigning work for a group of staff; ensuring proper resources and training are provided to staff; evaluating the performance of subordinate personnel; reviewing and updating standard operating procedures for a call center environment; recommending personnel actions for subordinate staff (i.e. promotions, selections, awards, and disciplinary actions); reviewing calls conducted by call center staff. (This experience must be documented in your resume.) You will be rated on the following Competencies as part of the assessment questionnaire for this position: Decision MakingManaging Human ResourcesProblem SolvingTechnical Competence IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. Experience 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; religious; 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. 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

There is no educational substitution at this grade level.

Contacts

• Address VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]