You will serve as a SUPERVISORY CALL CENTER ANALYST in the Regional Call Center of NAV FACILITIES ENGINEERING COMMAND SE. This position at NAVFAC Southeast, advances your career in a challenging, yet flexible environment where YOU truly make a difference! Be part of an organization that values YOUR unique skillset, fosters YOUR professional development, and gives YOU the opportunity to grow into tomorrow's leader. You don't need to be active duty military to serve your country!

Duties

You will act as the Subject Matter Expert (SME) of all day-to-day Regional Call Center (RCC) operations. You will develop new or modified work methods, organizational structure records and files, procedures for administering program services, guidelines and processes. You will provide quality customer service when receiving and processing service requests for maintenance and repair of physical facilities by telephone call and by email. You will review budget data and provide input to upper-management for the operation of the call center. You will ensure proper coverage of the call center based upon service metrics provided from call center agents and management analysts. You will review work methodology and procedures for opportunities to improve efficiency and effectiveness. You will monitor workforce performance to identify training and development needs for employees. You will assign internal work assignments, processes, and projects based on the changing needs of the organization.

Requirements

• Must be a US Citizen.
• Must be determined suitable for federal employment.
• Must participate in the direct deposit pay program.
• New employees to the Department of the Navy will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov
• Generally, current federal employees applying for GS jobs must serve at least one year at the next lower grade level. This requirement is called time-in-grade. Time-in-grade requirements must be met by the closing date of this announcement.
• Within the Department of Defense (DoD), the appointment of retired military members within 180 days immediately following retirement date to a civilian position is subject to the provisions of 5 United States Code 3326.
• Males born after 12-31-59 must be registered for Selective Service.
• You will be required to obtain and maintain an interim and/or final security clearance prior to entrance on duty. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a job offer or removal.
• This position is considered Key/Emergency-Essential. You will be required to provide immediate and continuing support to ensure the success of combat operations or the availability of combat-essential systems.
• This position is subject to work an uncommon tour, including nights, weekends, and holidays to meet mission requirements. Overtime or night differential pay and/or unusual duty hours may be required.
• This position requires rotating shift work.
• Supervisors in the executive branch have a heightened personal responsibility for advancing government ethics. You will be required to review the 14 General Principles of Ethical Conduct at 5 CFR 2635.101.

Qualifications

Your resume must demonstrate at least one year of specialized experience at or equivalent to the GS-11 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience must demonstrate the following: 1) Evaluating methods and techniques concerning the efficiency and effectiveness of a regional call center; 2) Applying knowledge of a broad range of facility construction, maintenance, repair, and engineering disciplines (i.e., electrical, mechanical, structural, civil and environmental) to route requests for service to the appropriate office; 3) Utilizing Maximo or other related computerized asset management system to enter, review, and validate work order data to ensure data compliance with command directives; 4) Managing and ensuring compliance for various projects involving engineering, construction, repair and maintenance jobs; and 5) Utilizing trade vernaculars, support service contracts and other maintenance tools and feedback for validation to make effective decisions. Additional qualification information can be found from the following Office of Personnel Management web site: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=List-by-Occupational-Series Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., professional, philanthropic, religious, 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.

Education

This job does not have an education qualification requirement.

Contacts

• Address NAV FACILITIES ENGINEERING COMMAND SE Naval Air Station Bldg 903 PO Box 30 Jacksonville, FL 32212-0030 US
• Name: Department of Navy EIC
• Email: [email protected]