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USAJOBS · 1 week ago

Supervisory Consumer Advocacy and Mediation Specialist

Washington, District of Columbia, USA

Full-time, Contract

Onsite

Mid, Senior Level

$144K/yr - $187K/yr

1+ years exp

The Federal Communications Commission (FCC) is seeking a Supervisory Consumer Advocacy and Mediation Specialist for its Consumer and Governmental Affairs Bureau. The role involves planning, directing, and executing programs related to consumer inquiries and complaints, overseeing staff, and analyzing data to improve operations.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

Responsibilities

Incumbent serves as the Deputy Division Chief and is responsible for planning, directing, and executing the programs and functions of CICD. Determines scope and extent of programs to be undertaken within overall mission and proportion of total resources to be devoted to individual activities, considering workload, priorities, and urgent program requirements. Establishes policies and priorities for CICD under the direction of the Division Chief and senior management. Determines resource requirements and justifies same. Continuously evaluates progress of operations through discussion with subordinates and review of reports and documents; takes action to adjust priorities and resources to meet urgent needs and to improve effectiveness of operations

Directs the work of staff. Assigns new functions and provides policy and priority guidance. Provides definitive decisions of technical problems raised by subordinates in their program areas. Initiates and directs special studies in problem areas. Develops and implements programs to build and maintain employee morale at high levels. Supports and establishes team building programs

Produces, compiles, and analyzes statistical data to determine trends in workload, allowing more effective utilization of staff and resources in reaching established goals

Incumbent is responsible for overseeing CICD’s informal complaint case management process, which includes assignment, tracking, resolution, and follow-up, if necessary, of cases

Qualification

Contact center managementData analysisSupervisory experienceLiaison skillsProgram planningTeam buildingEmployee morale

Required

Currently be employed in the Federal Communications Commission in positions serving under career or career conditional appointments

Applicants must have a minimum of one year of specialized experience equivalent to at least the GS-13 in the Federal service

Experience overseeing, supervising, and managing the overall operations of a contact center which is responsible for handling consumer inquiries and informal complaints

Experience producing, compiling, and analyzing data from contact center software and other platforms to determine workload trends, identify potential enforcement and policy initiatives, and improve management processes

Experience supervising contact center agents, data analysts, and support staff

Experience serving as a liaison between telecommunication industry representatives, public interest groups, the general public, and the Commission or a Federal agency

Suitable for employment as determined by a background investigation

Current FCC employees must provide SF-50 verifying grade & status

Resume must not exceed two pages and must meet resume format criteria