USAJOBS · 6 hours ago
Enterprise Contact Center Operations Division Chief
United States
Full-time
Remote
Lead/Staff, Director/Executive
$148K/yr - $192K/yr
5+ years expUSAJOBS is a platform for federal job listings, and they are seeking an Enterprise Contact Center Operations Division Chief to lead the MyVA411 service operation. This role involves overseeing a large-scale, 24/7 service operation that supports veterans and their families, ensuring effective management and continuous improvement of the contact center operations.
ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
The Enterprise Contact Center Operations Division Chief shall be responsible for leading and providing strategic direction including, program planning, organizing, directing, coordinating, controlling, reviewing, evaluating and improving administrative and supporting operations of the division which includes the operations for the VA White House Hotline
The incumbent manages and administers a variety of contact center programs including Veteran-focused contact management activities on a broad array of service lines
The Division Chief develops performance and program goals and plans, including identifying new program lines and facilitating the evolution of the service delivery model
The incumbent establishes local policies and guidelines to manage/improve performance and employs management information system to provide information for decision making in such areas as: Veteran service, workforce planning, organization improvements, changes in delegations of authority, position management and coordination among the division's programs and services
The Enterprise Contact Center Operations Division Chief obtains and allocates resources necessary to implement and execute the mission. He/she makes program assignments and provides guidance to subordinate project managers and staff. Reviews, approves or disapproves of actions involving personnel requirements and the allocation of resources among projects and/or organizations. Devises effective and economical organizational structures, workload assessments, and functional breakdowns. The Enterprise Contact Center Operations Division Chief will oversee provisions for technology, infrastructure, tools and other factors in the work environment to support the program's efforts
The Division Chief develops and maintains relationships with internal and external groups, organizations and other contact management entities; fosters positive relations with internal and external stakeholders; ensures that issues and complaints raised by Veterans and Service members, their families and/or representatives are fully addressed. The incumbent establishes and maintains liaison with internal and external groups, particularly counterparts in the Veterans Health Administration (VHA), the Veteran Benefits Administration (VBA), the National Cemetery Administration (NCA), and the Office of Information and Technology (OIT), as well as the Area Field Offices
Qualification
Required
You must be a U.S. Citizen to apply for this job
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to background/security investigation
Selected applicants will be required to complete an online onboarding process
Acceptable form(s) of identification will be required to complete pre-employment requirements
Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment
Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-15 position you must have served 52 weeks at the GS-14
You must have one year of specialized experience equivalent to at least the next lower grade GS-14 in the normal line of progression for the occupation in the organization
Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume
You will be rated on the following Competencies for this position: Communication, Human Capital Management, Planning and Evaluating, Stakeholder Management
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package.
VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies.
Company
USAJOBS
USAJOBS enables federal job seekers to access job opportunities across hundreds of federal agencies and organizations.
10001+ employees
Funding
Current Stage
Late StageRecent News
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