About this role

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below: SPECIALIZED EXPERIENCE: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job.

To be qualifying for this position your experience must include: Leading and supervising employees in a call center or customer contact environment while ensuring the delivery of quality customer service and achieving organizational performance goals. Planning and directing daily operations; assigning and monitoring workloads; coaching, mentoring, and developing employees; conducting performance evaluations; and addressing employee relations issues.

Analyzing call center performance metrics, identifying trends, implementing process improvements to increase efficiency and customer satisfaction, and ensuring compliance with organizational policies, quality standards, and service level agreements. Developing, implementing, and monitoring policies, procedures, and internal processes related to call center operations. Managing projects or programs by establishing short- and long-term goals, identifying resource requirements, monitoring progress, and evaluating program effectiveness.

Coordinating with executive leadership, program managers, contractors, and external stakeholders to negotiate program or project requirements, resolve operational issues, and support organizational objectives. Implementing process improvements that enhanced productivity, operational efficiency, accuracy, and customer service outcomes. Completing administrative and personnel-related duties using automated management systems such as HRConnect, SETR, ITM, or similar systems.

AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment.

For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". For more information on qualifications please refer to OPM's Qualifications Standards. Go to Understanding the IRS Paybands for GS/IR conversion.

Source listing: usajobs