Management Analyst
What you'd do
The incumbent serves as a Management Analyst (MA) in the National Call Center (NCC). The incumbent works independently with internal customers on operational matters and on exercising program responsibility. The incumbent is responsible for conducting evaluative studies and serving as a consultant to the National Call Center Manager (NCCM) on issues associated with the effectiveness and efficiency of Philadelphia NCC operations as they relate to the delivery of benefits and service to Veterans.
Major duties
Major duties include: Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Contact Center's operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production. This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations. Provides staff assistance to develop and implement changes in procedures, operations, and staff organization. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Uses personal computer and other high technology equipment to prepare and produce this data. Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports. Assembles workload data, work measurement data, and work program data for the development of budget estimates. Studies areas where modified work methods, procedures, or systems must be developed in response to technological advances or actual or proposed changes in either legislation or overall program purpose. Analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes. Generates and disseminates, daily, weekly, and monthly statistical reports on telephone activity. These reports are used for Regional Contact Center workflow management, employee performance measurement, Call Center Metric Dashboards, and reports, etc. Prepares reports as necessary for NCC dissemination. Independently performs tasks involving budget execution by compiling resource data from various financial management reports. Tracks funds distribution, reconciling commitments/obligations and reallocating organizational funds as directed. Assignments include new and unusual work situations which require the adaptation of guidelines. Monitors costs and prepares reports projecting use of available resources. Advises supervisor of conditions which would result in over-obligation of funds. Gathers, extracts, and compiles data for use in recurring and nonrecurring report formats and provides status updates on a regular basis. Ensures all budgetary transactions follow authorized policies and procedures. Prepares annual phased plan to show projected monthly expenditures and reimbursable funds. Compares current estimates with ongoing expenditures on a continuing basis. Work Schedule: Full Time, Monday - Friday, 8:00AM - 4:30PM Compressed/Flexible: Not Available Virtual: This is a remote position Position Description/PD#: Management Analyst; PD38639A Financial Disclosure Report: Not Required Bargaining Unit: No Relocation/Recruitment Incentives: Not Authorized
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement:07/14/2026. 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. For a GS-11 position you must have served 52 weeks at the GS-9 level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.Applicants must submit their most recent Notification of Personnel Action, SF-50: Official SF-50 that shows you held the grade (or higher) for the full performance level of the position you are applying for, or Official SF-50 that shows you held the next lower grade for at least one year for the position you are applying for. Multiple SF-50s may need to be submitted to show this. Examples of appropriate SF-50s to include which show TIG requirements have been met include: Within grade increases (WGI) at the highest grade held; or Promotions with an effective date that occurred more than one year from the closing date of the job opportunity announcement; or Most recent appointment. NOTE: Do not submit Award or General Adjustment SF-50s, as they do not provide sufficient information and will not be accepted for the purpose of verifying TIG. SPECIALIZED EXPERIENCE REQUIREMENT: Applicants must have 52 weeks of specialized experience equivalent to the next lower grade(s) GS-9. Specialized Experience would typically include, but are not limited to: Gathering and analyzing data using various statistical sampling techniques; Using data and special studies to improve work processes and program performance; Reviewing and reporting work measurement data within the organization to assist in adjusting workloads or changing work processes; Evaluating the impact of new or revised policies and procedures on the existing organizational structure. OR Education Substitution: Applicants must have a Ph.D. or equivalent doctoral degree or have completed 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., IF RELATED. Note: A copy of your transcripts from an accredited college or university must be submitted at the time of application. Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; etc. No special physical demands are required to perform the work. Reference: Additional information on the qualification requirements for this position can be located on the OCHCO VA Qualifications Standards website found at https://department.va.gov/employees/va-qualifications-standards/.
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