The incumbant provides real time staffing analysis and establishes controls to assist forecasting and scheduling analyst staff in maintaining service levels for the HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers. This also includes real-lime adherence, data analysis, and reports deviations in staffing and analysis design to improve the efficiency of work operations daily.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/22/2025. 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 this GS-09 position, you must have served 52 weeks at the GS-07. 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 and/or education as described below. Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Analyzes program performance data, prepares, and distributes reports and work measurement data within the agency Provides productivity data by day, week, and month to support forecasting and scheduling programs Applies analytical and evaluating techniques to the identification, consideration and resolution of issues or problems Collects analyzes and distributes data concerning daily staffing trends to determine effective application(s), policies and procedures Prepares a variety of recurring and special action reports utilizing data from maintained files and record databases Recommends improvements or actions required, identifies more effective methods of collecting and reporting data, and explains problems encountered in narrative reports Issues guidance and recommends changes in Real Time Adherence (RTA) to ensure contact centers operate efficiently OR, Education: Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 full year of graduate level education. 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/.
Major duties include but are not limited to: Applies analytical in evaluating methods and techniques to issues concerning efficiency and effectiveness of activities or functions related to contact centers operations which include optimizing the workforce Evaluates, processes, or makes recommendations for effective organizational intraday staffing and adherence levels Performs organizational analysis to ensure stability and generate deviation and adherence reports to assist management with appropriately allocating human resources throughout the day Analyzes distribution or daily staffing trends and collect data to determine effective application or policies and procedures Keeps abreast of changes occurring in the Veterans program that might affect the volume quality or type or data collected and recommends necessary adjustments in keeping in alignment with overall objectives Generates intraday staffing configurations recommends staffing levels for overtime or comp time Executes operations changes in detail with the management of real-time adherence Analyzes real-time adherence data in real-time and recommends ad hoc changes to match resources for demand Serves as owner of split and priority assignment settings for contact management. Provide support to senior analyst for scheduling and forecasting Work Schedule: Monday through Friday 6:30AM-4:30PM (8 hour shift TBD by supervisor) Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process. Definition of Virtual work - Employee works outside of original hiring duty station at VA-owned or leased space. Position Description/PD#: Management and Program Analyst/PD00714A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.