Summary This position is located within the Department of Veterans Affairs Debt Management Center (DMC), Veteran Experience Division (VED), within the Office of Finance, Office of Management. The primary purpose of this position is to plan, track, and optimize the daily workforce needs to satisfy leadership and Veteran expectations. Responsibilities The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied. Note: Submitting multiple applications will change the order in which your application is reviewed. Major Duties: Conducts workload and staffing analyses by reviewing historical trends, monitoring real-time workload, and evaluating projections to support efficient contact center operations. Reviews and adjudicates routine schedule and workload-deviation requests, and provides recommendations to supervisors on non-routine matters to ensure staffing alignment with operational needs. Coordinates and oversees special projects, balancing stakeholder requirements, assigning tasks, and ensuring project execution does not disrupt core operations while maintaining compliance with labor laws. Analyzes program performance and operational data, develops new reporting methods when needed, and recommends process improvements to enhance data collection, reporting, and overall efficiency. Provides program oversight by completing special assignments, participating in division meetings, and conducting qualitative reviews of work products to identify inefficiencies and promote operational accuracy. Work Schedule: Monday - Friday, Negotiable tour between the hours of 6:30 am CST and 6:30 pm CST Compressed/Flexible: Not available Virtual: This is a virtual position. Position Description/PD#: PD00036A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you may be required to serve a one year probationary period or two 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 one year probationary period or two year 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, 07/07/2026. 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-12 position you must have served 52 weeks at the GS-11. 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 some former Federal employees applying for reinstatement, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. 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-11 in the normal line of progression for the occupation in the organization which may be obtained in any environment (i.e. workforce planning, data analysis, staffing coordination, operations research, or program evaluation, including but not limited to contact centers, public service agencies, corporate operations, or other organizations with structured workload management functions). Examples of specialized experience would typically include, but are not limited to: Analyzing and recommending work schedules, staffing approaches, and workload distribution to help leadership align workforce coverage with operational demand. Evaluating program objectives, performance metrics, and workflow processes to identify inefficiencies and recommend improvements. Collaborating with supervisors, managers, and stakeholders to resolve workload discrepancies, negotiate solutions, and address competing priorities. Developing or recommending updated procedures, reporting requirements, or methods to improve operational accuracy, efficiency, or productivity. Using multiple data systems and analytical tools to collect, interpret, and present information for workload forecasting and operational monitoring. You will be rated on the following Competencies for this position: Project Management Communication Veteran and Customer Focus Influencing/Negotiating Analytical Thinking 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: Resume must include job title and employer name, number of hours worked per week, start and end dates (including month and year), list of duties and responsibilities for each position held. In addition, if the experience was a federal position, you must list series and grade for each position held. Failure to include this information may result in an ineligible rating. A full year of work is considered to be 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 primarily sedentary and performed while seated at a desk or table with a limited amount of standing and walking. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be found well qualified, applicants must meet the following qualifications: Experience in analyzing complex, multi-source workload and performance data to produce accurate, actionable insights that support staffing and operational decisions. Identify root causes of workload, performance, or staffing misalignment by evaluating patterns across systems, processes, and behavioral drivers. Develop or improve procedures, guidelines, or reporting methods to enhance operational effectiveness or data quality. Experience planning, coordinating, or executing projects or special assignments that require balancing competing priorities, analyzing constraints, and representing the division effectively. Communicate complex analytical findings clearly and to collaborate effectively with supervisors, managers, and cross-functional partners to build consensus, navigate competing priorities, and support informed operational decision-making. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Education There is no educational substitution at this grade level. Additional Information 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 (HRA) at The Fair Chance Act. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information
