Debt Management Center

Role Description This position is located within the Department of Veterans Affairs Debt Management Center (DMC), Veteran Experience Division (VED), within the Office of Finance, Office of Management. The primary purpose of this position is to plan, track, and optimize the daily workforce needs to satisfy leadership and Veteran expectations. - Conducts workload and staffing analyses by reviewing historical trends, monitoring real-time workload, and evaluating projections to support efficient contact center operations. - Reviews and adjudicates routine schedule and workload-deviation requests, and provides recommendations to supervisors on non-routine matters to ensure staffing alignment with operational needs. - Coordinates and oversees special projects, balancing stakeholder requirements, assigning tasks, and ensuring project execution does not disrupt core operations while maintaining compliance with labor laws. - Analyzes program performance and operational data, develops new reporting methods when needed, and recommends process improvements to enhance data collection, reporting, and overall efficiency. - Provides program oversight by completing special assignments, participating in division meetings, and conducting qualitative reviews of work products to identify inefficiencies and promote operational accuracy. Work Schedule: Monday - Friday, Negotiable tour between the hours of 6:30 am CST and 6:30 pm CST Compressed/Flexible: Not available Virtual: This is a virtual position. Position Description/PD#: PD00036A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Qualifications - Applicants must meet all requirements by the closing date of this announcement, 07/07/2026. - 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. - Specialized Experience: One year of specialized experience equivalent to at least the next lower grade GS-11 in the normal line of progression for the occupation. - Experience must include analyzing and recommending work schedules, staffing approaches, and workload distribution. - Evaluating program objectives, performance metrics, and workflow processes to identify inefficiencies and recommend improvements. - Collaborating with supervisors, managers, and stakeholders to resolve workload discrepancies. - Using multiple data systems and analytical tools to collect, interpret, and present information for workload forecasting. Requirements - Experience in analyzing complex, multi-source workload and performance data. - Identify root causes of workload, performance, or staffing misalignment. - Develop or improve procedures, guidelines, or reporting methods. - Experience planning, coordinating, or executing projects or special assignments. - Communicate complex analytical findings clearly and collaborate effectively. Benefits - Eligible displaced Federal/VA competitive service employees have selection priority. - Information about ICTAP and CTAP eligibility is available on OPM's Career Transition Resources website.