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 Representative Program (MECC) responsible for responding to customer inquiries courteously and professionally, while providing a customer experience that offers relevant information in a timely manner.

Duties

Uses manpower expertise and critical analysis to respond to customer inquiries concerning AF manpower enterprise services, capabilities, and processes. Addresses questions typically related to manpower core competencies: requirements determination, organizational structure, program allocation and control, and performance management using available current and historical instructions, policies, regulations, and other references. Clarifies and explains technical information, such as manpower studies, AFMS/AFMD application, ACR and OCR processing, and other procedures, in lay terms to facilitate understanding of options, processes, and solutions. Manages Contact Center data systems. Uses authorized automated systems or databases to track, record, and update customer inquiries in accordance with operational checklists. Defines database improvement strategies providing tracking methods of projects and events, visual controls, metrics, and dashboards. Defines and standardizes methods for event/inquiry/project reporting. Communicates Contact Center activity across the enterprise. Coordinates plans and schedules with internal organizational managers and customers and others across the manpower enterprise as appropriate. Provides advice, guidance, and direction on a wide range of systems, web- based applications, and administrative issues. Interprets data, reports, and policies to make program improvement recommendations. Acquires, analyzes, and interprets data to generate management actions and provide recommendations to optimize products and services through standardized work, methodologies, tools, training, and processes. 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 or participates in workgroup sessions in support of defining and refining 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 have the interpersonal skills necessary to engage professionally with customers of varying manpower knowledge, skills, and background on a regular basis
• Must have previously attended and completed the Manpower Apprenticeship Course
• Work may occasionally require travel away from the normal duty station on military or commercial aircraft
• Must be able to obtain and maintain a Secret Clearance

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-09, or equivalent in other pay systems. Examples of specialized experience includes skills in applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of program operations carried out by administrative or professional personnel, or substantive administrative support organizations. Knowledge of pertinent laws, regulations, instructions, policies, and precedents which affect the use of program and related support resources. Knowledge of the major issues, program goals and objectives, work processes and administrative operations of the organization. OR EDUCATION: Successfully completed a Ph.D or equivalent graduate degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position. NOTE: You must submit copies of your college transcripts. OR COMBINATION OF EXPERIENCE AND EDUCATION: I have a combination of specialized experience and education. A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. NOTE: You must submit a copy of transcripts. 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-09 level is required to meet the time-in-grade requirements for the GS-11 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, and methodologies, directives, concepts, procedures, guidance, and policy. 2. Knowledge and skills in gathering, assembling, and analyzing facts; drawing conclusions; devising solutions to problems; identifying changes and trends. 3. Knowledge of the principles, functions, and processes of study/project management. 4. Skill 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 carry out and complete assignments involving complex work with diverse and dynamic groups by gaining their 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

IF USING EDUCATION TO QUALIFY: If position has a positive degree requirement or education forms the basis for qualifications, you MUST submit transcriptswith the application. Official transcripts are not required at the time of application; however, if position has a positive degree requirement, qualifying based on education alone or in combination with experience, transcripts must be verified prior to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.

********************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]