Philadelphia VBA Regional Office

Role Description 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. Responsibilities - Conducts continuing and periodic studies involving compilation and analysis of data for evaluating the effectiveness of the Regional Contact Center's operations. - Identifies areas requiring improvement and recommends procedures or methods for more efficient operations and production. - 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 training and management briefings. - Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and 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 changes in legislation. - Generates and disseminates daily, weekly, and monthly statistical reports on telephone activity for workflow management and employee performance measurement. - 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. - Monitors costs and prepares reports projecting use of available resources. - Prepares annual phased plan to show projected monthly expenditures and reimbursable funds. Qualifications - 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 meet time-in-grade requirements. - For a GS-11 position, you must have served 52 weeks at the GS-9 level. - Applicants must submit their most recent Notification of Personnel Action, SF-50. - 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: - 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 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. - Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level, the two can be combined to total 100% of the requirement. Requirements - Experience refers to paid and unpaid experience, including volunteer work done through National Service programs. - Full-time employment is considered to be at least 35 hours per week. - The work is sedentary; typically, the employee may sit comfortably to do the work. Benefits - Not specified in the provided job description. Company Description Not specified in the provided job description.