PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. This position is located at Bureau of the Fiscal Service, Deputy Commissioner (Financing and Operations), Disbursing and Debt Management (DDM). As a program manager you will provide operational and technical direction, information, advice, and assistance to Federal Program Agencies (FPAs), States, Departmental Officials, and Congressional Offices.

Duties

As a Program Manager (Director Debt Management Contact Services Division), you will: Provide leadership, guidance and direction to managerial and operational personnel who are engaged in highly specialized work in adherence with the Debt Collection Improvement Act (DCIA) of 1996. Determine the strategic direction of the call center to ensure efficient and effective operations of all programs managed. Leverage call center technologies including telecommunications and applications: call management system, IVR, predictive dialer, Work Force Management, CTI, etc. Drive an aggressive growth strategy to achieve and/or exceed overall collection goals/commitments. Identify and manage call center key performance indicators and performance metrics to evaluate productivity and determine pro-active course correction when necessary.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. For the GS-15, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-14 grade level in the Federal service. Specialized experience for this position includes: - Experience managing day to day operations of an inbound and outbound call center or operational work unit; AND - Experience assessing the effectiveness of the day-to-day operations of a center or operational work unit; AND - Experience using analytics to prioritize work, forecast volumes, and maximize results; AND - Experience leveraging technology to establish strategies. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-15, you must have been at the GS-14 level for 52 weeks.

Education

There are no educational requirements for this position.

Contacts

• Address Deputy Commissioner Financing and Operations 200 Third St Parkersburg, WV 26101 US
• Name: Applicant Call Center
• Phone: 304-480-7300
• Email: [email protected]