Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. The primary purpose of this position is to serve as a Manpower Enterprise Contact Center Senior Analyst in a headquarters position responsible for providing oversight of assigned programs, interpreting/implementing policies, executing authorities, and developing guidance, standards, processes, and training.

Duties

Uses manpower expertise and critical analysis to develop and direct responses to customer inquiries concerning DAF manpower enterprise services, capabilities, and processes. Applies Air Force Management Engineering (ME) and manpower expertise to render expert advice, addressing questions typically related to manpower core competencies of requirements determination, organizational structure, program allocation and control, and performance management, using available current and historical instructions, policies, regulations, and other references. Interprets data, reports, and policies, and develops metrics to track and present program performance and recommended improvements. Acquires, analyzes, and interprets data to conduct trend analysis, generate management actions, and provide recommendations to optimize products and services through standardized work, methodologies, tools, training, and processes. Manages Contact Center data systems and communicates Contact Center activity across the enterprise. Develops processes and methodologies for accessing authorized automated systems or databases and acquiring information used to track, record, and update customer inquiries, in accordance with operational checklists. Participates in or leads discussions and meetings and serves on integrated process teams, panels, and committees in support of manpower enterprise operations, training, planning, and outreach. Leads workgroup sessions within the branch to define and refine policies, procedures, or system changes.

Requirements

• Must complete initial online questionnaire and additional assessment(s)
• U.S. Citizenship is required
• Males must be registered for Selective Service, see www.sss.gov
• If authorized, PCS will be paid IAW JTR and AF Regulations. If receiving an authorized PCS, you may be subject to completing/signing a CONUS agreement. More information on PCS requirements, may be found at: https://afciviliancareers.com/regulatory/
• This position is subject to provisions of the DoD Priority Placement Program
• Disclosure of Political Appointments
• All federal employees are required to have direct deposit.
• Must be able to obtain and maintain the appropriate security clearance.
• Interpersonal skills to engage professionally with customers of varying manpower, knowledge, skills, and background is highly desired.
• Completion of the Manpower Apprenticeship Course is highly desired.
• Work may occasionally require travel away from the normal duty station on military or commercial aircraft/vehicle to conferences, meetings, or functions away from the duty office/location. Travel may include overnight stays.

Qualifications

In order to qualify, you must meet the specialized experience requirements described in the Office of Personnel Management (OPM) Qualification Standards for General Schedule Positions, Administrative and Management Positions. SPECIALIZED EXPERIENCE: Applicants must have at least one (1) year of specialized experience at the next lower grade GS-11, or equivalent in other pay systems. Examples of specialized experience includes working knowledge of a wide range of qualitative and quantitative methods for the assessment and improvement of critical manpower plans and programs; including management, planning, and measurement concepts, principles, practices, and methodologies. Working knowledge of pertinent laws, regulations, policies, and precedents as well as budget, budget priorities, impact priorities, and related support resources. Ability to understand the technical capabilities of systems, programs, and software which will meet requirements for various manpower studies. FEDERAL TIME-IN-GRADE (TIG) REQUIREMENT FOR GENERAL SCHEDULE (GS) POSITIONS: Merit promotion applicants must meet applicable time-in­-grade requirements to be considered eligible. One year at the GS-11 level is required to meet the time-in-grade requirements for the GS-12 level. TIG applies if you are in a current GS position or held a GS position within the previous 52 weeks. NOTE: Applicants applying as VEOA candidates who are current GS civil service employees or are prior GS civil service employees within the past 52 weeks must also meet time-in-grade requirements. KNOWLEDGE, SKILLS AND ABILITIES (KSAs): Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: 1. Knowledge and skills in the application of Department of Defense (DoD), Joint, and AF management engineering and organization principles, concepts, methodologies, directives, concepts, procedures, resources, guidance, and policy. 2. Knowledge and skills in gathering, assembling, and analyzing data, using data analytics tools/platforms; extrapolating information and drawing conclusions; devising solutions to problems; identifying/analyzing changes and trends. 3. Knowledge of and expertise in principles, functions, and processes of study/project management. 4. Skill and experience in applying analytical and evaluative techniques used to identify, consider, and resolve issues or problems concerning efficiency and effectiveness of program operations. 5. Ability to communicate effectively both orally and in writing; skill in conducting interviews with customers, employees, supervisors, and management officials at all levels of command to obtain information about organizational missions, functions, and work procedures. 6. Ability to lead and complete assignments involving complex work with diverse and dynamic groups by gaining cooperation with tact, courtesy, and diplomacy and moving them towards an ownership of their objective without imposing personal bias. PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. VOLUNTEER WORK EXPERIENCE: Refers to paid and unpaid experience, including volunteer work done through National Service Programs (i.e., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student and social). Volunteer work helps build critical competencies, knowledge and skills that can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

********************ADDITIONAL INFORMATION FOR ACTIVE DUTY SERVICES MEMBERS********************

ACTIVE DUTY SERVICE MEMBERS: The VOW Act requires federal agencies to treat an eligible active duty service member as a veteran, disabled veteran, and preference eligible (as applicable) when applying for civil service positions before the effective release or discharge date. Appointment of military members before the release or discharge date is permissible if the member is on terminal leave. At the time the active duty member applies for a civil position, he or she must submit a "certification" memo in lieu of a DD-Form 214, Certificate of Release or Discharge from Active Duty. Active duty members applying for a civil service position without submitting a valid certification memo or DD-Form 214 with their application will render the member ineligible for the position. The certification memo must originate from the member's military service branch on official letterhead and contain the following:

• Name/Rank/Grade of Service Member
• Branch of Armed Forces
• Dates of Active Service (Start and End Date(s)
• Expected Date of Discharge/Release from Active Duty
• Terminal leave start date (if applicable)
• Expected character of service (honorable or general) and type of separation (i.e. separation or retirement)
• Must be certified within 120 days of anticipated discharge
• Signature by, or by direction of the adjutant, personnel office, unit commander, or higher headquarters commander.

Note: The VOW Act provides tentative preference. If appointed, a DD Form-214 must be submitted upon receipt

Contacts

• Address AF Manpower Analysis Agency 550 E Street East JBSA Randolph AFB, TX 78150 US
• Name: Total Force Service Center
• Phone: 1-800-525-0102
• Email: [email protected]