The incumbent serves as a Management Analyst in the National Call Center Manager (NCCM). The primary purpose of the position is to provide NCC management with objectively based information for making decisions on the administrative and programmatic aspects of Call Center operations and management, by accomplishing a wide variety of assignments concerned with effectiveness and efficiency of programs and operations.
The incumbent serves as a Management Analyst (MA) in the National Call Center (NCC). In this capacity, the incumbent works independently with internal customers on operational matters and on exercising program responsibility.
The incumbent is responsible for conducting evaluative studies and serving as a consultant to the NCC NCCM on pertinent issues associated with the effectiveness and efficiency of Reno NCC operations as they relate to the delivery of benefits and service to Veterans.
Major duties include: Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Contact Center's operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production.
This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations. Conducts management audits, surveys, and systematic reviews of operations to ensure that established policies, practices, and procedures are effectively implemented.
Provides staff assistance to develop and implement changes in procedures, operations, and staff organization. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Uses personal computer and other high technology equipment to prepare and produce this data.
Distributes call center level and agent level reporting on all driving, watch level, and key metrics. Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of- line situations, and anticipated needs. The MA controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports.
The MA assembles workload data, work measurement data, and work program data for the development of budget estimates. Studies areas where modified work methods, procedures, or systems must be developed in response to technological advances or actual or proposed changes in either legislation or overall program purpose. The MA analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes.
The MA performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the RCC. The MA assists in the planning, review, and reporting of data/statistical results of program/project studies.
Establishes protocols for incoming data, organizes computerized data sets, and retrieves computerized data by using software applications to draw information, e.g., from the Cisco system, CRM UDO system, NICE, Salesforce and the Workforce Management (WFM) system, to prepare/assist in preparation of reports. The MA coordinates incoming data from a variety of sources.
Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. The MA enters pertinent information into an automated tracking system. The MA maintains automated system of program-specific data to track items such as project milestones and progress reports. Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of-line situations, and anticipated needs.
When a problem area or out-of-line situation is identified during a review, will inform the NCCM and make recommendations for corrective action. Provides written reports of all findings including recommendations, memorandums or as otherwise directed by the NCCM. Data and information presented in the reports provide an in-depth analysis of operations in the Information Center and are used by the NCCM in making decisions concerning workload planning.
Work Schedule: Full-Time, Monday through Friday, 8:00 AM - 4:30 PM PST Compressed/Flexible: Not available Telework: Fully remote Virtual: Fully remote Position Description/PD#: Management & Program Analyst (National Call Center); PD38639A Relocation/Recruitment Incentives: Not authorized . Financial Disclosure Report: Not required
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://www.ed.gov/about/initiatives/international-affairs/recognition-of-foreign-qualifications. You may submit unofficial transcripts when applying.
However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date.
Nina.Nguyen3@va.gov · 279-240-2295
This position is with Veterans Benefits Administration, Department of Veterans Affairs.
The posted pay range is $74678 – $111087/yr.
Yes, this position is fully remote.
This position requires a Other security clearance.
Applications close on 2026-11-13.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-04 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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