Supervisory Contact Representative

Supervisory Contact Representative

Department: Department of Veterans Affairs

Location(s): Anywhere in the U.S. (remote job), United States

Salary Range: $55328 - $71932 Per Year

Job Summary: This position is within the Veterans Experience Office (VEO), Multi-Channel Technology Directorate, as a Supervisory Contact Representative. The purpose of the position is to provide supervision, guidance, and assistance to Contact Representative in the performance of their duties. Contact Representatives respond to questions, provide general information, enter VA complaints and many other related services to Veterans, Veteran family members and/or representatives, the public, and VA employees.

Major Duties:

• Applicant Cut-Off Number: The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied. In addition, due to the potential for a high volume of applicants, not all applicants may receive consideration. The White House VA Hotline is the first of its kind in the VA. The hotline provides directory assistance, answers general inquiries, refers customers directly to other hotlines, and performs intake for the VA's complaint management program. The Hotline staff are expected to understand operations across the VA so they can provide directory assistance to a customer about any VA or any other Federal Agency, refer employees to the appropriate organization (such as the VA Inspector General) to assist them, answer general inquiries about any program, benefit or service the VA (BVA, VBA, VHA and NCA) provides, properly handle emergency contacts with suicidal and homeless Veterans, and triage/document any complaint that the customer brings up during the contact. Contacts may occur by phone, email, text, and chat. Duties include, but are not limited to: Supervises contact representatives by providing administrative and technical supervision necessary for accomplishing the work of the unit. Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and organizational performance. Provides coaching on any deviations from the standards and communicates with employees concerning their performance throughout the rating period. Completes performance appraisals on all employees in accordance with guidelines. Resolves informal complaints and grievances involving staff members. Recommends personnel actions, including disciplinary and performance-based actions, when appropriate. Ensures staff members manage leave appropriately as well as reviews, approves/disapproves leave requests. Assures that subordinates are adequately trained to perform assigned duties, recommending additional training when needed to enhance employee development. Recommends recognition of special contributions and/or superior performance by employees. Furthers the goals of equal employment opportunity (EEO) by taking positive steps to assure the accomplishment of affirmative action objectives and by adhering to nondiscriminatory employment practices regarding race, color, religion, sex, national origin, age, or disability. Initiates nondiscriminatory practices and affirmative action for the area under his/her supervision in the following: merit promotion, recruitment, and hiring; fair treatment of all employees; encouragement and recognition of achievement; career development; and full utilization of employees' skills. Performs supervisory duties within the scope of existing VA policies and within the scope of the negotiated labor contract. Work Schedule: Full-time (day shift), 8 hour tours varying between 7:00 a.m. - 7:00 p.m. EST ; Weekends and Holidays included. Since the Contact Center operates 24 hours a day and 7 days per week, the work schedule/tour of duty is subject to change to include evening or overnight hours. Compressed/Flexible: Not Available Telework: Not Applicable, this is a remote position. Remote: This is a remote position Position Description/PD#: PD19448A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/02/2026. 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 by the closing date of this announcement. For a GS-8 position you must have served 52 weeks at the GS-7. 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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade. You may qualify based on your experience and as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Reviewing and resolving customer complaints while providing clear, accurate, and professional responses that addressed customer concerns. Conducting fact-finding and analysis to determine appropriate responses or corrective actions. Providing customer service to include de-escalating difficult or emotionally charged interactions. Training, coaching, and mentoring staff while delivering constructive feedback to improve the quality of service. Evidence of this specialized experience must be supported by detailed documentation of like or similar duties performed in positions held on your resume. You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level. Preferred Experience: Experience managing assigned subordinates in a contact center or customer service environment, including assigning and monitoring daily workload; overseeing call, email, chat, or case management queues; ensuring adherence to quality, timeliness, and customer service standards; coaching and mentoring staff on call handling, systems use, and policy application; conducting performance monitoring and providing timely feedback; addressing performance or conduct issues in accordance with established procedures; and promoting a professional, supportive, and service-focused work environment. You will be rated on the following Competencies for this position: Communication Customer Service (Clerical/Technical) Leadership Managing Human Resources 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 01/02/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12856875. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at: https://help.usajobs.gov/faq/application/documents/resume/page-limit. https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/ NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Application Deadline: 2026-01-02