Serves in a remote capacity as a liaison between supervisors and employees, may plan, assign work and training as needed. Serves as one of the Supervisory Training Specialist for the division. This National Contact Center (NCC) training program is a multifaceted development program that addresses a wide variety of needs and objectives. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training.

Duties

Major Duties: - Responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for the NCC Training Program. - Responsible for advising the National Contact Center Manager (NCCM) and/or the Assistant National Contact Center Managers (NCCM), on daily operations of the Training Team, to include reporting daily operations problems and needs to achieve goals and objectives of the NCC. - Serves as subject matter expert for the NCC; Maintains the NCC training and reference materials for the division. - Serves as one of the Training Coordinator for all NCC training to include all annual required training, new-hire training, and ongoing refresher training. - Ensures that any work processed by the trainees is reviewed 100% of the time to evaluate performance. - Serves as a Talent Management System (VA TMS) Administrator for the NCC, records training events for NCC personnel, manages user accounts and coordinates technical support, generates compliance/deficiency reports for all mandatory training, and monitors VA TMS reports to track projected and completed training. - Serves as first-line supervisor for employees during new-hire training and mentoring; May serve as "acting" team supervisor, when needed. - Develops and manages a division training program that effectively assesses training needs; solicits input from management and employees, analyzes local and national call quality results, and may conduct call review to identify trends. - Helps others learn through formal or informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor. Work Schedule: Monday through Friday, 8:00am to 4:30pm Compressed/Flexible: Not available Telework: This position is remote Remote: Yes, this is a remote position Position Description/PD#: 37006-A Relocation/Recruitment Incentives: No Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• 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, 05/16/2024. 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-9. 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. You may qualify based on your experience as described below: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Specialized Experience: To qualify, applicants 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. Specialized experience is defined as knowledge of a complex field of laws, regulations and Federal legislation pertaining to the full range of Veterans benefits; a comprehensive and thorough knowledge of state, federal and local benefit programs; the ability to explain benefit programs both orally and in writing, to individuals of all educational backgrounds; served as a teacher or instructor; in on-the-job supervision or instruction of subordinates or fellow workers; or in work involving application of the principles, practices, and techniques of the occupation or subject-matter field of the position to be filled. 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; 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: Sedentary 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

There is no educational substitution at this grade level.

Contacts

• Address Veterans Benefits Administration 1800 G Street, NW Washington, DC 20006 US
• Name: Vickie Moreland
• Email: [email protected]