This position is located in the U.S Department of Agriculture (USDA), Departmental Administration, in the Office of Customer Experience (OCX). 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 the agency's customers. A major service within the OCX is to transform the way the public interacts with USDA across all channels and design an omnichannel experience.

Duties

Explains, processes, and implements efficiencies in the AskUSDA Contact Center based on expert understanding of the central operations using omni channel tools. Collaborates and partners with ACC Program Manager and 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. Works with team to conduct in-depth analysis, evaluate findings, make recommendations, and implement 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 of potential problems that may arise relative to the AskUSDA Contact Center and Government-wide policy and programs. Conducts review evaluations and the quality of control for program operation 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. Monitors operational status and adjusts work plans, schedules, and assignments to meet goals and objectives while recommending the adjustments of resources.

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.
• If selected, you may be required to serve a probationary or trial period as applicable to appointment type.
• 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/.
• If selected, you may be required to serve a 1 year managerial probationary period.

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. 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. 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 Management and Program Analyst (AskUSDA Contact Center Operations Manager). For this position, the specialized experience is developing and implementing new and/or improved call center operations processes; serving as an expert advisor on Interactive Voice Response (IVR) structures; designing and conducting studies to analyze and evaluate the effectiveness of internal and/or agency procedures for accessing and processing data; using Medallia, Salesforce, and other IT systems to manage customer data; utilizing Citrix CRM, Cisco Finesse and other telephony to analyze customer data; preparing reports and/or presentation for senior leadership. 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]