This position is in the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS). The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties.
The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Duties may include, but are not limited to the following: Takes appropriate steps to recommend or effect changes necessary to enhance employee and section performance. Develops new or proposed policies, procedures, and guidelines and makes recommended changes to standard operating procedures (SOPs) as needed.
Conducts research and investigations to solve problems. Monitors recorded and live calls. Assures employees are trained and familiar with assigned duties, agency policies, and procedures. Analyzes individual and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Provides daily, monthly, and quarterly annual reports and statistical data.
Participate in special projects, ongoing analyses, investigations, and initiatives. Recommends personnel actions that include both disciplinary and performance-based actions. Work Schedule: Monday - Friday, 8-hour shift between 6:30am - 7:30pm CST. Specific work shift to be determined by supervisor after completion of training. Telework: This position may be authorized for telework (ad-hoc). Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption. Any approval for an RTO exception or exemption will happen after a tentative job offer, but before a final job offer.
Position Description/PD#: Supervisory Contact Representative/PD03091A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
VHANationalRecruitmentCenter@va.gov · (844)456-5208
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $52727 – $68549/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-09-22.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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