You will serve as a SUPERVISORY CALL CENTER ANALYST in the PUBLIC WORKS BUSINESS LINE of NAVFAC SOUTHWEST.

Duties

You will serve as a Supervisory Call Center Analyst for the Regional Call Center (RCC). You will serve as a subject matter expert for the RCC employees reviewing and analyzing service call metrics and providing to the Program Manager for the Program Manager. You will work with Branch Heads to write and update Standard Operating Procedures for each Public Works Department. You will provide workload trending data to Program Manager for presentations to leadership. You will assign work on a daily, weekly, monthly or projected basis and review completed work for timeliness and accuracy. You will hear and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher level supervisor or manager in support of EEO policies and regulations. You will implement disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. You will ensure all employee time is entered correctly into SLCADA and that time cards are submitted on time for each employee.

Requirements

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Generally, current federal employees applying for GS jobs must serve at least one year at the next lower grade level. This requirement is called time-in-grade. Time-in-grade requirements must be met by the closing date of this announcement.
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• You will be required to obtain and maintain a current valid United States driver’s license.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• You will be required to complete training, obtain, and maintain a government credit card for travel and travel-related purchases.
• This position may require travel from normal duty station to CONUS and OCONUS and may include remote or isolated sites. You must be able to travel on military and commercial aircraft for extended periods of time.
• This is a Mission Essential position. You will be required to ensure organization or facility continuity of operations and/or completion of tasks that are considered essential to the mission designated by a local or command decision.
• You will be required to complete ethics orientation within three months of appointment and submit a Confidential Financial Disclosure Report, OGE-450, within 30 days of appointment.
• Supervisors in the executive branch have a heightened personal responsibility for advancing government ethics. You will be required to review the 14 General Principles of Ethical Conduct at 5 CFR 2635.101.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-12 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: 1) Planning, scheduling and conducting projects and studies to evaluate and recommend ways to improve the effectiveness and efficiency of the call center; 2) Providing quick resolutions from support services to complex issues due to the high volume of work and complex issues; 3) Having knowledge of facilities maintenance and sustainment to provide assistance with calls; 4) Resolving complaints from employees; and 5) Resolving conflicts regarding emergency designation between customers' demands and work classification standards. Additional qualification information can be found from the following Office of Personnel Management web site: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=List-by-Occupational-Series Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (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.

Education

This job does not have an education qualification requirement.

Contacts

• Address NAVFAC SOUTHWEST 750 Pacific Hwy San Diego, CA 92132 US
• Name: Department of Navy EIC
• Email: [email protected]