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Management Analyst
Veterans Benefits Administration · Posted 4 days ago
Remote United States $64K – $83K Apply by Jul 14, 2026 Management And Program Analysis ENTJINTJINTPISTJ OperationsCustomer Success
Apply for this job → About the Role
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.
What You'll Do
- →Major duties include: Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Contact Center's operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production.
- →This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations.
- →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 use in training, management briefings, and information dissemination activities both within and outside of the VARO.
- →Uses personal computer and other high technology equipment to prepare and produce this data.
- →Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous 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 actual or proposed changes in either legislation or overall program purpose.
- →Analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes.
- →Generates and disseminates, daily, weekly, and monthly statistical reports on telephone activity.
- →These reports are used for Regional Contact Center workflow management, employee performance measurement, Call Center Metric Dashboards, and reports, etc.
- →Prepares reports as necessary for NCC dissemination.
- →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.
Requirements
- ✓As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the Agency; whether your continued employment would advance organizational goals of the Agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓Additional Conditions of Employment are as follows: You must be a U.S.
- ✓Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification may be required to complete pre-employment requirements I-9 Acceptable Documents.
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Education must be accredited by an accrediting institution recognized by the U.S.
- ✓Department of Education to be credited towards qualifications.
- ✓Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S.
- ✓Department of Education.
- ✓All education claimed by applicants will be verified upon appointment.
- ✓If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.
Personality Fit
Job ID: 5620ed22-3603-4748-8e05-5f318777204a
Posted via USAJobs