Supervisory Program Analyst

Supervisory Program Analyst

Department: Department of Veterans Affairs

Location(s): Lakewood, Colorado, Washington, District of Columbia, Salt Lake City, Utah, Seattle, Washington, Phoenix, Arizona, Los Angeles, California, San Francisco, California, Denver, Colorado, Washington, District of Columbia, Miami, Florida, Atlanta, Georgia, Chicago, Illinois, Indianapolis, Indiana, New Orleans, Louisiana, Boston, Massachusetts, Minneapolis, Minnesota, Kansas City, Missouri, Albuquerque, New Mexico, New York, New York, Oklahoma City, Oklahoma, Portland, Oregon, Austin, Texas

Salary Range: $106437 - $172980 Per Year

Job Summary: The incumbent serves as a Supervisory Program Analyst within the Veterans Health Administration (VHA), Integrated Veteran Care (IVC), Customer Experience (CX), Customer Service Directorate. Customer Service is a national contact center supporting Veterans, beneficiaries, providers, caregivers, and VA staff with community care programs.

Major Duties:

• The incumbent leads a Program Management Office (PMO) of approximately 60 staff responsible for quality assurance, training, knowledge management, workforce management (forecasting and scheduling), performance metrics, customer satisfaction, and telephony/IVR systems that enable high-volume contact center operations across three lines of business: the Community Care Contact Center (C4), CHAMPVA Contact Center, and Specialty Contact Center. The incumbent provides executive oversight of operations, driving process improvements, performance optimization, and customer experience strategies to ensure consistent, accurate, and timely service delivery. Responsibilities include leveraging data analytics to inform decisions, overseeing customer management technologies, and collaborating with VA program offices and external partners to resolve complex issues and improve outcomes for Veterans and their families. Major Duties: Performs qualitative and quantitative management techniques for analyzing and measuring the effectiveness, efficiency, and productivity of administrative and technical programs Develops and recommends enhancements in program objectives as they relate to the sound utilization of human, financial, and material resources Studies, analyzes, and develops methods to improve the efficiency, accuracy, and timeliness of services provided to both internal and external customers Assists Deputy Chiefs in the development and implementation of performance standards and monitors employee performance Provides personnel management to include supervision, employee development, organizational and inter-personal communications, work flow analysis, and goal achievement Leads staff in investigating, developing, and recommending acceptable solutions within the department Develops staffing and equipment requirements and performs continuous appraisal of the utilization of department resources in accomplishing program objectives and goals Work Schedule: 8-hour tour between 6am - 6pm MST, Monday - Friday, based on business needs Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is a virtual position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space. Position Description/PD#: Supervisory Program Analyst/PD043790 Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized

Qualifications: To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/11/2026. 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-13 position you must have served 52 weeks at the GS-12. 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. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-12 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying contact center performance metrics (e.g., service level, average handle time, first call resolution, quality scores) to manage operations and drive performance improvements. Leading and managing operations in a high-volume, performance-based contact center environment, with responsibility for program management functions such as quality assurance, workforce management, training, and knowledge management. Managing workforce operations in a contact center environment, including forecasting workload, developing staffing plans, monitoring real-time/intraday performance, and adjusting resources to consistently meet established service level targets. Analyzing and interpreting contact center performance data using telephony and customer relationship management systems (e.g., Genesys, CRM) and reporting/analytics tools (e.g., PowerBI or similar) to identify trends, mitigate operational risks, and drive continuous process improvements. Supervising staff and/or team leads in a contact center or customer service operations environment, including assigning work, evaluating performance, and ensuring alignment with organizational goals and performance metrics. Directing contact center quality assurance programs, including establishing evaluation criteria, conducting or overseeing call monitoring, ensuring compliance with policies and procedures, analyzing performance trends, and implementing data-driven corrective actions to improve service delivery and customer experience. You will be rated on the following Competencies for this position: Analytical Reasoning Human Resources Management Problem Solving Quality Management 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: While the job is primarily sedentary, it requires walking, standing, stooping and bending. Some movement from office to office or building to building to attend meetings is required. The employee also needs to lift and transport objects such as papers, regulations and books. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://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 05/11/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12942258. 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. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. 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/ The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Application Deadline: 2026-05-11