PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. This position is located at Bureau of the Fiscal Service, Payment Resolution Support Division. As a Lead Call Center Analyst, you will lead a team of General Schedule employees (GS-0301-09), engaged in work tasks associated with the Post-Payment Call Center.

Duties

As a Lead Call Center Analyst, you will: Serve as Team Leader. Communicate and integrate the branches strategic plan, mission, vision, and values into the team's strategies, goals, objectives, work plans, and work products and services. Identify, distribute and balance assignments amongst team in accordance with established work flow, skill level and or occupational specialization. Train or coordinate training of team members in effectively working in a team environment to accomplish tasks or projects. Monitor and report on the status and progress of work and conformance with section supervisor's instructions. Represent resource needs of the team to the section supervisor such as office enhancements and overtime compensatory time.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. For the GS-11, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience includes experience communicating, distributing, and balancing work and adjusting priorities based on branch and center demands. Examples of such experience could include: - Communicating effectively with customers in a Call center environment; OR - Leading programs and people; OR - Working independently in following procedures, resolving issues, providing on the job training, meeting deadlines and establishing priorities; OR Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree that demonstrates the knowledge, skills and abilities necessary to do the work OR I have a LL.M. in a field related to this position; OR You may qualify on a combination of education and experience. To combine education and experience, the total percentage of experience at the required grade level compared to the requirement, as well as the percentage of completed education compared to the requirement must equal at least 100 percent. Only graduate level education in excess of the first 36 semester hours (54 quarter hours) may be combined to be considered for qualifying education. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-11, you must have been at the GS-9 level for 52 weeks.

Education

Contacts

• Address Payment Resolution Support Division 200 Third Street Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]