Program Analyst

Job TitleProgram AnalystPosition Description/PD#:PD11606-ODutiesDuties of the position will include but not be limited to:Incumbent assists the Call Center Manager and Supervisor, Call Center in the assessment and evaluation of the Call Center Contact Management and Customer Experience.In conjunction with organizational and VISN management analysts, identifies critical manpower and human resource shortages and assists in the development of recommendations for corrective action.Participates in special studies/fact finding activities to develop required data and information for reporting purposes, and prepares administrative reports.Incumbent develops recommendations for corrective actions and methods to achieve efficient and effective operations.Applies analytical and evaluative methods and techniques to issues and studies concerning the efficiency and effectiveness of activities, processes, and/or functions related to the Call Center and VISN 21 PACT Call Center Pilot Team and the VISN 21 Customer Relations Management Team mission which includes trending for future needs.Collects and analyzes data to determine effective application of policies and procedures and soundness of organizational and cost procedural patterns established.Establishes statistical sampling techniques and accomplishes workload trend analysis.Incumbent analyzes organization, functions, work process methods and procedures, and other related criteria for the purpose of developing credible workload factors and accurate statistical indicators.Recommends improvements or actions required, identifies more effective methods of collecting/reporting data, explains problems encountered in narrative reports.Helps evaluate, select, and modify statistical methodologies and techniques to determine the most appropriate in order to determine the efficiency, reliability, and feasibility of Call Center processes and programs.Work Schedule:Monday through Friday 07:30am - 04:00pmVirtual:This is not a virtual position.