You will serve as a Supervisory Disaster Recovery Specialist (QA & Reports) for the US Small Business Administration, Customer Service Center (CSC) in Buffalo, New York. This position is responsible for providing advice and analysis on a variety of workforce management matters including forecasting and scheduling, adherence, and management reporting. In addition, the position oversees Quality Assurance and Training programs at the CSC.
Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. Federal status applicants must meet both Time-In-Grade AND experience requirements by the closing date of this announcement. However, if you have separated from the Federal Government for at least 52 weeks, you are not subject to the Time-in-Grade requirement. Time-In-Grade Requirement: GS-13: Must have held grade GS-12 for 52 weeks. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-13: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-12 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Experience analyzing and making recommendations or decisions in such areas as changing workload and staffing requirements; and Communicating orally with various levels of internal and external customers to accomplish program goals; and Communicating in writing with various levels of internal and external customers to accomplish program goals; and Proficient with utilizing mobile and desktop productivity applications such as web browsers, email, spreadsheets, and word processing programs that use data to develop complex reports; and Supervising the training program for an organization. *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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy). TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/18/2025.
As a Supervisory Disaster Recovery Specialist (QA & Reports) at the GS-1101-13, some of your typical work assignments may include: Utilize statistical methods to identify trends which will impact future activity and resource requirements at the CSC. Oversees quality assurance of workforce, customer surveys, quality audits. Ensures staff comply with Center policy, procedures, and prescribed standards. Prepares reports identifying key performance indicators and service levels. Oversees the work accomplishments of subordinates and determines priorities for completion of work. Assigns work and develops performance standards for subordinates. Develop training materials and delivers training to new hires. IMPORTANT NOTES: This is a Permanent appointment in the competitive service with a full-time work schedule. By applying for this position with SBA's Office of Capital Access, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day). This position is not included in a bargaining unit.