Management & Program Analyst (National Call Center)

Summary

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.

Duties

• 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

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:11/13/2026. TIME-IN-GRADE REQUIREMENT: As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-09 level. If you are a current VBA employee requesting reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS- 09 or higher and the promotion potential of your current position must be at least None. 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. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: Specialized Experience: To qualify at the GS-11 Grade Level: You must have one full year, or more of specialized experience equivalent to at least the GS-09 level in the Federal service. Specialized experience would typically include, but are not limited to: gathering and analyzing data using various statistical sampling techniques; using data and special studies to improve work processes and program performance; reviewing and reporting work measurement data within the organization to assist in adjusting workloads or changing work processes; evaluating the impact of new or revised policies and procedures on the existing organizational structure. Education Substitution: A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related; (Transcript required) OR Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. To compute, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education by 18. Add the two percentages. The total percentage must equal at least 100% to qualify. (Transcript required) Click here for more information. Volunteer Experience: 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: The employee does sedentary work, such as sitting comfortably. There may be some walking, standing, bending, carrying of light items. No special physical effort or ability is required to perform the work. 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/.

Education

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.

Requirements

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. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial 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 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.

Grade: GS 11. . Apply by 2026-11-13 on USAJOBS.