Summary This Supervisory Contact Representative position is located within the VHA Member Services at the Health Resource Center, Contact Management, First Party Operations located in Waco, TX. Responsibilities The primary purpose of these positions is to provide supervision, guidance, and assistance to Contact Representatives (CR) in the performance of their duties. Duties may include, but are not limited to the following: Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance. Keeps employees informed of any deviations from the standards and communicates with employees concerning their performance throughout the rating period. Advises management in the administration and operation of the call center. Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions. Evaluates processes and procedures in place, making recommendations for more effective organizational functioning when appropriate. Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management. Monitors recorded calls and live calls completed by CRs to track employee performance, identify training issues, and to evaluate CRs compliance with internal procedures and quality assurance requirements. Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management. Performs other related duties as assigned. Work Schedule: Full-Time, Monday- Friday, 11:00am to 7:00pm (CST). Position Description/PD#: Supervisory Contact Representative/PD03090A 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 Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required. Requirements 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) 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, 05/05/2026. 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-09 position you must have served 52 weeks at the GS-08. 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-08 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1. Experience in supervising and leading Contact Representatives. 2. Experience in resolving issues pertaining to first-party and third-party billing. 3. Experience in providing eligibility and benefits counseling. 4. Experience in completing daily, monthly, quarterly, and annual reports and statistical data analyses. 5. Experience in providing guidance to resolve issues. You will be rated on the following Competencies for this position: 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: The work is sedentary with no special physical demands. Work may involve talking for long periods of time and periods of interaction at computer terminals. 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/. Education There is no educational substitution at this grade level. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
