Workforce Management Program Assistant

Workforce Management Program Assistant

Department: Department of Veterans Affairs

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

Salary Range: $50460 - $65599 Per Year

Job Summary: This position works in the Workforce Management Service (WFM) under the Enterprise Contact Center Operations Division within the Veteran Experience Office (VEO). The WFM Service is responsible for ongoing call center reporting activities, including forecasting, real-time data management and analysis, and historical reporting. The VEO Contact Center comprises several business lines, including the VA Hotline, the VA Tier 1 Contact Center, and www.VA.gov navigation/technical assistance.

Major Duties:

• Duties include but are not limited to: The incumbent reports directly to the VEO Contact Center Operations Supervisory Management Analyst and assists in maintaining and updating agent schedules, monitoring call queue and agent performance in real-time, providing analysis on historical trends related to call center and agent performance, identifying and executing mitigation plans to improve performance, and creating and maintaining reports related to call center performance. The incumbent provides direct feedback on staffing requirements, workload projections, scheduling practices, and intraday workforce productivity reporting. The incumbent assists in the use of qualitative and quantitative analysis techniques to recommend improvements in the processes and/or procedures that enhance overall WFM operations. The incumbent further assists with audits and surveys that are used by managers in determining which goals and objectives to emphasize. The incumbent uses various data collection, analysis, and reporting techniques to assist in the development and evaluation of performance standards within WFM, utilizing various software tools. Develops life cycle cost analyses of projects or performs cost-benefit or economic evaluations of current or projected programs. The incumbent performs monitoring of WFM on productivity-related issues, utilizing various software solutions to assist with meeting prescribed call center performance metrics. The incumbent assists management by providing direct feedback on call center productivity and coaching the supervisors and agents toward performance improvement and to ensure performance standards are met. The incumbent utilizes standard project management practices, principles, and guidelines regarding the installation or implementation of new technologies and equipment. The incumbent performs other duties in support of WFM as assigned by the VEO Contact Center Operations Supervisory Management Analyst. The incumbent works closely with management staff in support of testing and implementing any software solutions related to the call center. The incumbent utilizes Workforce Management (WFM) and Customer Relationship Management (CRM) software to forecast and design work schedules as required by business needs and is responsible for managing all activities around accurate and timely timekeeping processes, to include entering schedules, modifying schedules, and certification of records for all division staff as designated by his/her supervisor. Advises management on the distribution of work among positions and organizations and the appropriate staffing levels and skills mix. The incumbent assists in the development of systems and procedures for the management and processing of controlled and other priority communications. Conducts and/or assists in the testing of new programs, enhancements to existing processes, and new initiatives impacting customer service, such as EDI, telephone systems, WFM software and techniques, etc. Work Schedule: Full-time (day shift), 8 hour tours varying between, 7:00am - 7:00pm EST, Monday - Friday. Compressed/Flexible: Not Available Telework: Not Applicable Remote: This is a remote position Position Description/PD#: PD19973A 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, 03/17/2026. 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-7 position you must have served 52 weeks at the GS-6. 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. Grade Requirement: IAW 5 CFR 330.607, CTAP eligible applicants must hold at least a GS-7 or equivalent grade (determined by your representative rate) in their permanent position of record by the closing date of this announcement. This must be supported by the SF-50 submitted. See the Required Document section below for more information regarding the SF-50s needed to verify. 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-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience working within a call center environment. Experience providing administrative support. Experience providing data entry to include, but not limited to, timekeeping, scheduling, and certification of records. Experience with documentation preparation. Evidence of this specialized experience must be supported by detailed documentation of like 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. You will be rated on the following Competencies for this position: Customer Service Customer Service (Clerical/Technical) Decision Making Flexibility Integrity/Honesty Interpersonal Skills Interpersonal Skills Reading Comprehension Reasoning Self-Management Teamwork Technical Competence 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 primarily sedentary, although some walking, stooping, bending, reaching and carrying of loads up to 20 pounds is required. Use of a computer and keyboard is extensive. Work is performed remotely and independently. It may require travel to the physical locations of the call centers. A call center environment can be stressful, time-sensitive, and fast-paced. This call center is expected to serve as a test location for innovation so the work environment can also have more ambiguity than would normally exist in a call center. 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/. The Career Transition Assistance Plan (CTAP) provide eligible displaced 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 found well qualified, applicants must meet the following qualifications: Provides administrative and operational support within a contact center environment by maintaining workforce schedules, monitoring call queues and agent availability in real time, and ensuring coverage aligns with workload demands and organizational performance metrics. Utilizes Workforce Management (WFM) and Customer Relationship Management (CRM) systems to enter, modify, and validate employee schedules; support timekeeping functions; and certify records to ensure accurate and timely reporting of workforce utilization and staffing requirements. Collects, analyzes, and reports workforce and call center performance data using Microsoft Office applications and reporting tools to identify trends in call volume, staffing utilization, and agent productivity, assisting management in making data-driven operational decisions. Supports supervisory and senior analysts in evaluating staffing patterns, workload projections, and scheduling practices by applying qualitative and quantitative analysis techniques to assess operational efficiency and recommend improvements to workforce management processes. Prepares documentation, performance reports, and briefing materials summarizing call center performance, workforce productivity, and historical trends to support leadership decision-making and continuous improvement initiatives. Assists with testing, implementation, and evaluation of new technologies, software enhancements, and process improvements related to call center operations, including workforce management systems, customer service platforms, and automated reporting tools. Monitors the status of assigned workforce management activities and productivity metrics, identifies potential performance gaps, and provides feedback and recommendations to management to support staffing adjustments, service delivery goals, and compliance with established performance standards. 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/. Local Commuting Area: The local commuting area for this position is defined as the employee's official duty location (i.e., agency-approved alternative worksite) In accordance with 5 CFR 351.203. In other words anywhere in the U.S.

How to Apply: Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at: https://support-usahire.opm.gov/hc/en-us 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/ To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status (if applicable), and review your notifications sent by the hiring agency regarding your application.

Application Deadline: 2026-03-17