Supervisory Program Analyst

Job Title

Supervisory Program Analyst

Major Duties

Resolve escalated issues received from subordinates to model calm, constructive problem-solving and customer focus.

Provide advice, counsel, and instructions on both work and administrative matters, adjusting approach to the situation and employee.

Lead continuous improvement efforts by identifying methods to enhance productivity and accuracy and by updating SOPs.

Plan, distribute, and monitor work assignments across the Contact Center segment; set and adjust short term priorities and schedules.

Evaluate employee performance and provide timely, constructive feedback tied to standards and quality outcomes.

Effect disciplinary actions and make recommendations for appointments, reassignments, or terminations in accordance with policy.

Conduct audits and produce formal reports on Quality Support Services (QSS) programs to document compliance and performance trends.

Implement and refine guidelines, procedures, and automated work processes to enhance productivity and quality in Contact Center operations.

Coordinate cross-functional quality efforts with VA medical centers, Community Care leadership, and other officials to ensure end to end process reliability.

Work Schedule: 6:00 am - 5:30 pm Mountain Time, based on business needs

Telework: This position may be authorized for ad hoc telework. Telework eligibility will be discussed during the interview process. Ad hoc is defined as occasional, non-recurring telework.

Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to the in-person work mandate in their current position.

Definition of Virtual Work: Employee works outside of original hiring duty station at a VA-owned or leased space.

Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work five days per week unless they are approved for an exception or an exemption. Any approval for an RTO exception, exemption, or extension will happen after a conditional job offer, but before a final job offer.