Management Analyst - DE
Occasional travel - Less than 10%
Relocation expenses reimbursed Yes Recruitment incentives may be authorized for this position, if applicable.
All qualification and eligibility requirements must be met by the announcement closing date.
You may start at $114,590.00 (GS-14), if you meet the following minimum qualification requirements:
SPECIALIZED EXPERIENCE: Applicants must have at least one year of specialized experience at the GS-13 grade level in the Federal service or equivalent to the GS-13 grade level in the private sector performing as a call center supervisor or call center quality assurance analyst. Examples may include developing policies and procedures, assisting in designing training programs, analyzing the performance of the contact center, analyzing contact center call volume and performance patterns for an operation with at least 40 customer service representatives, or other operational analysis or improvement initiatives related to customer service or call center operations.
Substitution of education may not be used in lieu of specialized experience for this grade level.
To be considered under a special hiring authority such as the Schedule A appointing authority for persons with disabilities; the direct-hire authority to appoint veterans with service-connected disabilities of 30 percent or more; Peace Corps or VISTA service; or another excepted service/special hire authority, you must submit documentation to support your claim for eligibility with your application package. For more details, visit Federal Hiring Flexibilities.
PBGC encourages qualified applicants with disabilities to apply. Applicants with disabilities who are interested in learning more about job opportunities under the Schedule A Hiring Authority and other available hiring flexibilities and authorities are encouraged to contact PBGC’s Selective Placement Program Coordinator, Donald Beasley, at (202) 326-4000 ext. 3637 or email@example.com. TTY/TDD users should call the federal relay service at (800) 877-8339 and ask to be connected to (202) 326-4000 ext 3637.
You will be evaluated for this job based on how well you meet the qualifications above.
Category Rating is being used for this position.
Referral: If your resume does not support the answers you gave on the assessment questionnaire, you may be rated Not Qualified or you may be placed in a lower category.
Your name will be placed in one of the three following quality categories:
•Gold - highly proficient regarding the knowledge, skills and abilities (KSAs) related to this position.
•Silver - competent regarding the knowledge, skills and abilities (KSAs) related to this position.
•Bronze- possessing only the minimum qualifications required for this position.
Your qualifications will be evaluated on the following (KSAs):
1. knowledge of customer service, contact center operations, concepts and contact center technology
2. ability to define quality metrics, goals and objectives
3. skill in analyzing operational data
4. ability to manage projects, schedule, cost and resources
Interagency Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: 1) meet CTAP or ICTAP eligibility criteria; 2) be rated well-qualified for the position with a score of 80 or above based on the competencies listed above (which is equivalent to PBGC’s “Silver” quality category); and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: Interagency Career Transition Assistance Programs.
Candidates who apply under Noncompetitive and Special Hiring Authorities (i.e., displaced/surplus employees (CTAP/ICTAP eligibles), veterans eligible under the Veterans Opportunity to Work Act (VOW)/Veterans' Employment Opportunities Act (VEOA), disabled veterans with 30% or more disability, former Action Volunteers-Peace Corps/VISTA/etc., persons with disabilities and others who are eligible for special appointing authorities) procedures will undergo a quality review to determine if they are minimally qualified based on the content of their resume, supporting documentation submitted and their responses to the assessment questionnaire.
Application of Veterans' Preference: The Category Rating process protects the rights of veterans by placing them ahead of non-veterans within each quality category. All qualified veterans must be selected before selecting any non-veterans within each quality category.
For this position, disabled veterans who meet minimum qualifications for this position and have a compensable service-connected disability of at least 10% are placed at the top of the Gold category regardless of which category to which they would otherwise be assigned.
Preference eligibles who do not have a service-connected disability of 10% or more (XP or TP) are placed at the top of their quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. A selecting official may make selections from the highest quality category (Gold) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C 3317(b) or 3318(b) are satisfied.
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