Announcement may be used to fill similar positions within 90 days of the closing date. This position is also being announced concurrently under Merit Promotion (MP) procedures vacancy number: M25-MJ-12641191-OSB. Applicants who wish to also be considered under MP must apply to both vacancies separately. About this agency

Duties

Please Note: Employees will be required to report to their assigned office location at least 2 day per week for non-supervisory positions and 3 days per week for supervisory/managerial positions unless the position advertised is designated as a remote-only position. The position is in the Export Import (EXIM) Bank of the United States, Office of Small Business (OSB), Small Business Operations Division, Contact Center. The Small Business Operations Division is responsible for supporting OSB by managing the maintenance of OSB's systems such as Salesforce, EOL, and the Electronic Loan Management System (ELMS), internal projects, the Contact Center, and finally OSB's Budget. The Contact Center manages OSB's reporting through the data and reviews the Export Credit Insurance (ECI) Division's policy documents for exporter short-term multi-buyer and single-buyer insurance products within EOL. The incumbent serves as the Director of EXIM's Contact Center and reports to the Vice President of Small Business Operations. As the Center's recognized technical authority and strategic advisor, the incumbent is responsible for directing, managing and overseeing the Contact Center operations and staff. Duties include, but are not limited to: Provides leadership and supervisory and technical direction to subordinate staff. Directs, strategically plans and organizes the workload of the Contact Center staff. Supervisory responsibilities include: organizing and managing the center; directing, assigning and reviewing the work of subordinates; formulating and carrying out the training and development of employees; providing direct oversight of new personnel or staff on rotational assignments; evaluating employees work performance; selecting, promoting, rewarding, disciplining and separating employees; and meeting equal employment opportunity and affirmative action goals and objectives in the performance of supervisory duties, and identifying and recommending appropriate solutions to personnel issues that may arise. Provides overall direction, leadership, coordination, and control over management of the Bank's Contact Center to assure balanced, comprehensive support and guidance of operations. Serves as Contact Center technical expert and authority regarding all aspects of call center management. Develops, implements, maintains, and improves contact center technology and process to adhere to industry best standards. Collaborates with the internal and external stakeholders of the contact center to develop and executes procedures, policies and practices governing Contact Center operations. Provides strategic analysis, and monitors and evaluates phone, email, and chat contacts, to ensure contact handling expectations are achieved. As a senior advisor and subject matter expert, the incumbent identifies skill gaps and provides detailed feedback and coaching to less experienced contact center staff, to improve the quality of customer interactions. Collaborates with senior managers and other stakeholders to prepare reports and briefings and consult with stakeholders to ensure they meet requirements.

Requirements

• U.S. Citizenship
• Background and Security/Suitability Investigation
• You may be required to serve a one year probationary period
• Specialized experience MUST be documented on your resume
• Current or Former Political Appointees: If you are, or have been employed in the last 5 years, you must disclose this information. Failure to do so may result in disciplinary action including removal from Federal Service.

Qualifications

Specialized Experience (Credit for Specialized Experience on resume must reflect 40 hours/Full-time per week for each period of work): GS-14: You must have one (1) year of specialized experience that has equipped you with the particular knowledge, skills, and abilities to successfully perform the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the GS-13 level in the Federal Government or other equivalent pay systems. Specialized experience includes: Experience directing, assigning and reviewing the work of subordinates including formulating and carrying out the training and development of employees; Experience providing overall direction, leadership, coordination, and control over managing a Contact Center/Call Center; Experience evaluating methods and techniques concerning the efficiency and effectiveness of a Contact Center/ Call Center; AND Experience providing technical expertise when scheduling and leading discussions, meetings, committees, or special projects and presents briefings and prepares recommendations and reports. Education cannot be substituted for experience at the GS-14 grade level. For qualification determinations, your resume must contain the following for each work experience listed: Organization/Agency's Name Title Salary (series and grade, if applicable) Start and end dates (including the month and year) Number of hours you worked per week Relevant experience that supports your response to the specialized experience that is stated in the job announcement If your resume does not contain this information, your application may be marked as incomplete and you will not receive consideration for this position. NOTE: Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications and your application may be marked as incomplete/ineligible and you will not receive consideration for this position. 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, 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. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week. Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. Please visit the following links for more information: http://www.naces.org http://www.fceatlanta.com Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Additional information on the qualification requirements is outlined here. All requirements must be met by 12/26/2024, the closing date of the announcement.

Education

Contacts

• Address Export-Import Bank of the United States 811 Vermont Avenue, NW Washington, DC 20571 US
• Name: Michele Jarman
• Phone: 2025653300
• Email: [email protected]