This position is located in the U.S Department of Agriculture (USDA), Departmental Administration, in the Office of Customer Experience. The Office of Customer Experience (OCX) is in place to empower, enable, and jointly engage USDA customers and employees in human-centered design solutioning and innovation to deliver consistently exceptional service to our customers.

Duties

Explains, processes, and implements efficiencies in the AskUSDA Contact Center based on expert understanding of omni channel tools. Provides oversight for reporting and data analytics using Medallia and Salesforce for ACC CRM. Collaborates and partners with agency-wide representatives to ensure customers receive responses to inquiries and provides mechanisms and advice on enhancements to Salesforce in order to receive maximum customer satisfaction. Conducts in-depth analysis, evaluates findings, makes recommendations, and implements solutions to complex problems to enhance AskUSDA Contact Center and USDA's OCX systems, policies, and procedures. Prepares reports and/or presentations for senior leadership and OCX management identifying trends, patterns, and/or other predictions using relevant data. Reviews projects for feasibility, cost effectiveness, and practicability. Identifies and works with staff across the Department to gather information and compare best practices to inform and/or advise the OCX leadership. Conducts review evaluations and the quality of control for program management activities. Designs and conducts studies to analyze and evaluate the effectiveness of internal and/or agency procedures for accessing and processing data throughout the Ask USDA Contact Center using data analytics. Assigns and reviews the work of staff to ensure timely performance, soundness, and value. Monitors the progress of ACC work, including adherence to methods and procedures, and prioritization of the work, CRM and knowledge management related processing,

Requirements

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Subject to one year supervisory/managerial probationary period unless prior service is creditable. New USDA supervisors must successfully complete all components of the required training program before the end of their probationary period.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. To receive consideration for this position, applicants must: Meet the Selective Placement Factor: This position includes a Selective Placement Factor (skill, knowledge, ability, or other worker characteristic basic to - and essential for - satisfactory performance of the job). Selective Placement Factors are a prerequisite to appointment. Applicants who do not meet them are ineligible for further consideration. To receive consideration for this position, applicants must be COR certified. AND must meet Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. AND must possess the required Specialized Experience: GS-14: One year of specialized experience, equivalent to the GS-13 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Lead Management and Program Analyst (AskUSDA Contact Center Program Lead). For this position the specialized experience is experience using case management tools, navigating IVR structures and providing oversight of an omni-channel customer contact center; proficient in data analytics using Medallia, Salesforce, and other IT systems; managing Citrix CRM, Cisco Finesse and other telephony; strategizing, developing and implementing process improvement to improve call center metrics and optimize call center operations for peak efficiency; working with contact center contractors, managing work products, and providing guidance in relations to USDA agency and management needs. 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; religious; spiritual; community, student, social). Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no educational requirement for this position.

Contacts

• Address Departmental Administration 1400 Independence Ave SW Washington, DC 20250 US
• Name: Teresa Thompson
• Phone: 202-260-8935
• Email: [email protected]