Clarification from the agency

CTAP eligible candidates and current, permanent employees of the Veterans Health Administration only.

Videos

The incumbent leads a Program Management Office (PMO) of approximately 60 staff responsible for quality assurance, training, knowledge management, workforce management (forecasting and scheduling), performance metrics, customer satisfaction, and telephony/IVR systems that enable high-volume contact center operations across three lines of business: the Community Care Contact Center (C4), CHAMPVA Contact Center, and Specialty Contact Center.

The incumbent provides executive oversight of operations, driving process improvements, performance optimization, and customer experience strategies to ensure consistent, accurate, and timely service delivery. Responsibilities include leveraging data analytics to inform decisions, overseeing customer management technologies, and collaborating with VA program offices and external partners to resolve complex issues and improve outcomes for Veterans and their families.

Major Duties:

• Performs qualitative and quantitative management techniques for analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs
• Develops and recommends enhancements in program objectives as they relate to the sound utilization of human, financial, and material resources
• Studies, analyzes, and develops methods to improve the efficiency, accuracy, and timeliness of services provided to both internal and external customers
• Assists Deputy Chiefs in the development and implementation of performance standards and monitors employee performance
• Provides personnel management to include supervision, employee development, organizational and inter-personal communications, work flow analysis, and goal achievement
• Leads staff in investigating, developing, and recommending acceptable solutions within the department
• Develops staffing and equipment requirements and performs continuous appraisal of the utilization of department resources in accomplishing program objectives and goals

Work Schedule: 8-hour tour between 6am - 6pm MST, Monday - Friday, based on business needs
Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is a virtual position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space.
Position Description/PD#: Supervisory Program Analyst/PD043790
Relocation/Recruitment Incentives: Not authorized
Critical Skills Incentive (CSI): Not approved
Permanent Change of Station (PCS): Not authorized

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
• 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• 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.

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/11/2026.

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-13 position you must have served 52 weeks at the GS-12. 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.

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-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
  • Applying contact center performance metrics (e.g., service level, average handle time, first call resolution, quality scores) to manage operations and drive performance improvements.
  • Leading and managing operations in a high-volume, performance-based contact center environment, with responsibility for program management functions such as quality assurance, workforce management, training, and knowledge management.
  • Managing workforce operations in a contact center environment, including forecasting workload, developing staffing plans, monitoring real-time/intraday performance, and adjusting resources to consistently meet established service level targets.
  • Analyzing and interpreting contact center performance data using telephony and customer relationship management systems (e.g., Genesys, CRM) and reporting/analytics tools (e.g., PowerBI or similar) to identify trends, mitigate operational risks, and drive continuous process improvements.
  • Supervising staff and/or team leads in a contact center or customer service operations environment, including assigning work, evaluating performance, and ensuring alignment with organizational goals and performance metrics.
  • Directing contact center quality assurance programs, including establishing evaluation criteria, conducting or overseeing call monitoring, ensuring compliance with policies and procedures, analyzing performance trends, and implementing data-driven corrective actions to improve service delivery and customer experience.

You will be rated on the following Competencies for this position:

• Analytical Reasoning
• Human Resources Management
• Problem Solving
• Quality Management

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: While the job is primarily sedentary, it requires walking, standing, stooping and bending. Some movement from office to office or building to building to attend meetings is required. The employee also needs to lift and transport objects such as papers, regulations and books.

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

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.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact 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.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.