Contact Center Supervisor

Job Title Supervisory Veterans Service Representative (Assistant Coach); PD02102A Duties Help Specific duties include, but are not limited to: Effectively plans and assigns work to the team, understanding the relationships of tasks routinely assigned to the team. Oversees work which requires extensive coordination and integration and makes recommendations concerning workload management, the optimum mix of staff in consideration of operating costs and program effectiveness, introduction of improvements to work methods and processes, and assessing the readiness of individuals for the certification process. Validates time and leave records, approves/disapproves leave, prepares vacation schedules and keeps employees informed of time and attendance matters. Counsels employees regarding disciplinary matters (e.g. provides warnings and written counseling). Refers more serious complaints and grievances to division level management along with recommendation for action. Maintains effective labor/management relationships and accomplishes personnel management duties in accordance with applicable laws, policies, labor/management agreement, and employment opportunities, laws, directives and regulations. Serves as subject matter expert when responding to higher level inquiries or obtaining necessary information or evidence to ensure pending claims are properly adjudicated. Gathers and interprets a wide range of qualitative and quantitative data to recommend appropriate actions. Performs other duties as assigned. Work Schedule Full time, 8:00 am - 4:30 pm, Monday through Friday. Hours to be determined by hiring office. Promotion Potential This position is being selected at the full performance level. Telework This position is eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized for this position. Remote/Virtual This is not a remote/virtual position. Relocation/Recruitment Incentives Not Authorized Financial Disclosure Report Not Required