Job Title:Customer Support and Quality Improvement Manager SV-0301-I
Department:Department Of Homeland Security
Agency:Transportation Security Administration
Job Announcement Number:CLT-13-687419
This position is closed and no longer accepting online applications through USAJOBS.
The contents of the announcement can still be viewed.
/ Per Year|
|Friday, October 25, 2013 to
Tuesday, November 05, 2013|
SERIES & GRADE:
|Full Time -
|1 vacancy in the following location:|
Charlotte, NC View Map
WHO MAY APPLY:
|Open to all U.S. Citizens.|
Salary range listed includes Locality Pay of 14.16%.
This position is located at Charlotte/Douglas International Airport (CLT) in Charlotte, NC.
Do you desire to protect American interests and secure our Nation while building a meaningful and rewarding career? If so, the Department of Homeland Security (DHS) is calling. DHS components work collectively to prevent terrorism, secure borders, enforce and administer immigration laws, safeguard cyberspace and ensure resilience to disasters. The vitality and magnitude of this mission is achieved by a diverse workforce spanning hundreds of occupations. Make an impact; join DHS.
Securing Travel, Protecting People - At the Transportation Security Administration, you will serve in a high-stakes environment to safeguard the American way of life. In cities across the country, you would secure airports, seaports, railroads, highways, and/or public transit systems, thus protecting America's transportation infrastructure and ensuring freedom of movement for people and commerce. For additional information about our agency please:
- You must possess U.S. Citizenship or be a U.S. National.
- You must complete a favorable Background Investigation (BI).
DUTIES:Back to top
As a Customer Support and Quality Improvement Manager for the TSA, you will:
- Assist the Federal Security Director (FSD) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals.
- Serve as the primary point of contact and manage airport customer service and quality assurance programs.
- Serve as a liaison between the FSD and concerned parties at the airport, i.e., the traveling public, air carriers, on-site vendors/retailers, and various groups and representatives from the aviation industry on customer support and quality improvement matters.
- Serve as the primary coordinator for FSD and staff involvement in community activities.
- Develop and maintain customer feedback loop to improve techniques for gathering data and information.
- Conduct studies and surveys aimed to improve customer support programs and operating policies and procedures.
- Manage customer concerns and resolve issues or complaints in a timely fashion.
- Collect, maintain, and create reports utilizing standard data and survey information.
- Provide technical and administrative direction to the FSD's staff on customer support and quality improvement matters.
QUALIFICATIONS REQUIRED:Back to top
To qualify for the SV-I pay band (equivalent to GS-13) you must have one year of specialized experience equivalent to the SV-H pay band or GS-12 in the Federal service or equivalent experience in the private sector. Specialized experience is defined as experience that has equipped you with the particular knowledge, skills and abilities to successfully perform the duties of the position. Such experience includes: 1.) applying extensive background knowledge and experience in customer relations and quality improvement programs to include policies and procedures; 2.) applying qualitative and quantitative analyses of organizational effectiveness, efficiency and productivity; 3.) measuring and reporting on customer satisfaction; 4.) and identifying and implementing process improvement goals.
Note: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio, i.e., working 20 hours per week for two months equals one month of experience. No additional credit is given for overtime.
You must meet the qualification requirements for this position no later than the closing date of the vacancy announcement.
HOW YOU WILL BE EVALUATED:
You will be evaluated based on a comparison of the position requirements against the quality and extent of the experience and/or related education as reflected in your resume and supporting documentation. You are encouraged to ensure work experiences clearly show possession of the competencies required for this position. We will compare your resume and supporting documentation to your responses on the assessment questionnaire. If, after reviewing your resume and any supporting documentation, a determination is made that you have rated yourself higher than is supported by your application materials, your category placement may be adjusted and/or you may be excluded from consideration for this job.
When completing the assessment questionnaire for this position, you will be prompted to elect if you wish for your application to be considered as External (where Veterans' Preference applies), as Status (current or former Federal Employees), and/or Internal to TSA as a current permanent or competitive temporary employee. At that time, please select the answer(s) that apply to you and your application to this position.
To preview questions please click here.
HOW TO APPLY:Back to top
Please Note: All of the following must be received in our office by 11:59 PM EST (Eastern Standard Time) on the closing date of this announcement. If we do not receive all required information by the closing date, your application may not be considered.
Your application must include:
2. Self Assessment Questionnaire for this position
3. Applicable supporting documents (see Required Documents Section)
Click the "Apply Online" button below and follow the prompts to apply.
We strongly encourage you to apply online. If you are unable to apply online, please contact the TSA HRAccess Help Desk before the closing of this announcement for alternative options on how to apply. The Help Desk is available by phone at 1-877-872-7990 between the hours of: 7:00AM - 8:00PM ET Monday - Friday, 10:00AM - 3:00PM ET Saturday, or 11:00AM - 4:00PM ET Sunday. If outside these hours, please email your question or concern to Helpdesk@TSA-HRAccess.com or fax 1-877-872-7993.
When contacting the Help Desk please provide your contact information, the Job Announcement Number of the position you are interested in, and your questions or concerns.
In addition to a resume and the assessment questions, you must submit copies of any of the following documents if you are applying based on current or former Federal Government Status (if you are not a current TSA employee), Veterans' Preference, or education or a combination of education and experience:
SF-50, Notification of Personnel Action - Current TSA employees are not required to submit an SF-50 to support eligibility for internal/status consideration.
If you are not a current TSA employee: you must submit your most recent personnel action SF-50 (or equivalent document) to support your eligibility for Status consideration. If you elect Status for the consideration of your application without submitting an SF-50 demonstrating your current or previous permanent Federal employment status, and you are not a current TSA employee, your application may not receive Status consideration.
DD-214 - If you are claiming Veterans' Preference, provide a copy of your DD-214 (Member Copy 4) Certificate of Release or Discharge from Active Duty, or other appropriate documentation to prove your entitlement and to provide verification of an Honorable Discharge. Failure to provide this documentation will result in your application not receiving 5-point preference.
SF-15 and VA Letter - If you are claiming Veterans' Preference based upon a Compensable Disability, Widow or Spouse Entitlement, or as a Purple Heart recipient, you must submit your DD-214 or other proof of entitlement; an SF-15, and the required proof of disability, i.e., Department of Veterans Affairs letter dated 1991 or later. Failure to provide this documentation will result in your application not receiving 10-point preference.
WHAT TO EXPECT NEXT:
The questionnaire will assess your qualifications for the job, and will be used to identify the best qualified applicants to be referred to the hiring manager for further consideration and possible interview. We will notify you of the outcome of these steps when they have been completed. You may also check your application status by visiting the Candidate Dashboard.