Clarification from the agency

This job is open to Career Transition Assistance Plan (CTAP) applicants only (e.g., displaced or surplus employees from the Department of Veterans Affairs). See the eligibility section in the questionnaire for full details regarding CTAP eligibility and the How You Will Be Evaluated section below for more details.

Duties include but are not limited to:

• The incumbent reports directly to the VEO Contact Center Operations Supervisory Management Analyst and assists in maintaining and updating agent schedules, monitoring call queue and agent performance in real-time, providing analysis on historical trends related to call center and agent performance, identifying and executing mitigation plans to improve performance, and creating and maintaining reports related to call center performance. The incumbent provides direct feedback on staffing requirements, workload projections, scheduling practices, and intraday workforce productivity reporting.
• The incumbent assists in the use of qualitative and quantitative analysis techniques to recommend improvements in the processes and/or procedures that enhance overall WFM operations. The incumbent further assists with audits and surveys that are used by managers in determining which goals and objectives to emphasize.
• The incumbent uses various data collection, analysis, and reporting techniques to assist in the development and evaluation of performance standards within WFM, utilizing various software tools. Develops life cycle cost analyses of projects or performs cost-benefit or economic evaluations of current or projected programs.
• The incumbent performs monitoring of WFM on productivity-related issues, utilizing various software solutions to assist with meeting prescribed call center performance metrics. The incumbent assists management by providing direct feedback on call center productivity and coaching the supervisors and agents toward performance improvement and to ensure performance standards are met.
• The incumbent utilizes standard project management practices, principles, and guidelines regarding the installation or implementation of new technologies and equipment.
• The incumbent performs other duties in support of WFM as assigned by the VEO Contact Center Operations Supervisory Management Analyst. The incumbent works closely with management staff in support of testing and implementing any software solutions related to the call center.
• The incumbent utilizes Workforce Management (WFM) and Customer Relationship Management (CRM) software to forecast and design work schedules as required by business needs and is responsible for managing all activities around accurate and timely timekeeping processes, to include entering schedules, modifying schedules, and certification of records for all division staff as designated by his/her supervisor. Advises management on the distribution of work among positions and organizations and the appropriate staffing levels and skills mix.
• The incumbent assists in the development of systems and procedures for the management and processing of controlled and other priority communications. Conducts and/or assists in the testing of new programs, enhancements to existing processes, and new initiatives impacting customer service, such as EDI, telephone systems, WFM software and techniques, etc.

Conditions of employment

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/17/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-7 position you must have served 52 weeks at the GS-6. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.


Grade Requirement: IAW 5 CFR 330.607, CTAP eligible applicants must hold at least a GS-7 or equivalent grade (determined by your representative rate) in their permanent position of record by the closing date of this announcement. This must be supported by the SF-50 submitted. See the Required Document section below for more information regarding the SF-50s needed to verify.


You may qualify based on your experience as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
  • Experience working within a call center environment.
  • Experience providing administrative support.
  • Experience providing data entry to include, but not limited to, timekeeping, scheduling, and certification of records.
  • Experience with documentation preparation.

• Customer Service
• Customer Service (Clerical/Technical)
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork
• Technical Competence

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; religions; 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.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The work is primarily sedentary, although some walking, stooping, bending, reaching and carrying of loads up to 20 pounds is required. Use of a computer and keyboard is extensive. Work is performed remotely and independently. It may require travel to the physical locations of the call centers. A call center environment can be stressful, time-sensitive, and fast-paced. This call center is expected to serve as a test location for innovation so the work environment can also have more ambiguity than would normally exist in a call center.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be found well qualified, applicants must meet the following qualifications:

• Provides administrative and operational support within a contact center environment by maintaining workforce schedules, monitoring call queues and agent availability in real time, and ensuring coverage aligns with workload demands and organizational performance metrics.

• Utilizes Workforce Management (WFM) and Customer Relationship Management (CRM) systems to enter, modify, and validate employee schedules; support timekeeping functions; and certify records to ensure accurate and timely reporting of workforce utilization and staffing requirements.

• Collects, analyzes, and reports workforce and call center performance data using Microsoft Office applications and reporting tools to identify trends in call volume, staffing utilization, and agent productivity, assisting management in making data-driven operational decisions.

• Supports supervisory and senior analysts in evaluating staffing patterns, workload projections, and scheduling practices by applying qualitative and quantitative analysis techniques to assess operational efficiency and recommend improvements to workforce management processes.

• Prepares documentation, performance reports, and briefing materials summarizing call center performance, workforce productivity, and historical trends to support leadership decision-making and continuous improvement initiatives.

• Assists with testing, implementation, and evaluation of new technologies, software enhancements, and process improvements related to call center operations, including workforce management systems, customer service platforms, and automated reporting tools.

• Monitors the status of assigned workforce management activities and productivity metrics, identifies potential performance gaps, and provides feedback and recommendations to management to support staffing adjustments, service delivery goals, and compliance with established performance standards.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Local Commuting Area: The local commuting area for this position is defined as the employee's official duty location (i.e., agency-approved alternative worksite) In accordance with 5 CFR 351.203. In other words anywhere in the U.S.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.


Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.

Narrative responses are not required at this time. If you are referred for consideration, you may be contacted for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Area of Consideration: Eligible applicants will be reviewed and referred in the following order:

1. Career Transition Assistance Plan (CTAP) eligible applicants only.

Local Commuting Area: The local commuting area for this position is defined as the employee's official duty location (i.e., agency-approved alternative worksite) In accordance with 5 CFR 351.203. In other words anywhere in the U.S.