This is a Remote position. The incumbent serves as a Management Analyst in the National Contact Center (NCC). In this capacity, they will work independently with internal customers on operational matters and on exercising program responsibility. They are responsible for conducting evaluative studies and serving as a consultant to the NCCM on pertinent issues associated with the effectiveness and efficiency of NCC operations as they relate to the delivery of benefits and service to Veterans.

Duties

Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the National Contact Center's (NCC) operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production. This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations. Conducts management audits, surveys, and systematic reviews of operations to ensure that established policies, practices, and procedures are effectively implemented. Provides staff assistance to develop and implement changes in procedures, operations, and staff organization. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Uses personal computer and other high technology equipment to prepare and produce this data. Distributes call center level and agent level reporting on all driving, watch level, and key metrics. Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of- line situations, and anticipated needs. The MA controls, coordinates, analyzes, validates, and participates in the preparation of Contact Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports. The MA assembles workload data, work measurement data, and work program data for the development of budget estimates.

Requirements

• You must be a U.S. citizen to apply for this job
• Selectees are subject to a background/suitability investigation
• Selective Service registration is required for males born after 12/31/1959
• A probationary period may be required for employees and supervisors

Qualifications

Applicants must meet all requirements by the closing date of this announcement. Time-in-grade: 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. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. 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 work that involves: Maintaining an annual budget ensuring all appropriate reporting requirements are completed timely and within budget allotment Completing all administrative and personnel actions to support resource allocation model and maintaining all required personnel information necessary for recruitment retention and off-boarding. Ensuring appropriate system access levels are obtained, maintained per agency requirements, and removed as required. Analyze daily operations for a business line and provide recommendations and analysis for operational improvement and support. Presenting regular briefings to management and leadership on budget, administrative actions, systems, and operational support. Or Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related Or Combining Education and Experience 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. The Office of Personnel Management's group coverage qualification standards, associated individual occupational requirements (IOR), and individual qualification standards covering white collar occupations in the Federal competitive service can be found here.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for federal employment. You can verify your education here. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.

Contacts

• Address Philadelphia VBA Regional Office 5000 Wissahickon Ave Philadelphia, PA 19144 US
• Name: April Thomas
• Phone: (734)845-3580
• Email: [email protected]