Supervisory Contact Representative

Job Title Supervisory Contact RepresentativeJob Description 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, 40 hours per week. The call center operates from 7:00am - 7:00pm CST. Your shift may be between the hours of 6:30am - 7:30pm CST.PD#: PD03090AThis position is not authorized for Remote work.This position may be authorized for ADHOC Telework. Telework eligibility will be discussed during the interview process.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.

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