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Supervisory Contact Representative
Veterans Health Administration · Posted 76 days ago
Hybrid Smyrna, GA $53K – $69K Apply by Jul 10, 2026 Contact Representative ENFJENFPESFJISFJ Customer Success
Apply for this job → About the Role
This position is in the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS). The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties.
What You'll Do
- →The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties.
- →Duties may include, but are not limited to the following: Takes appropriate steps to recommend or effect changes necessary to enhance employee and section performance.
- →Develops new or proposed policies, procedures, and guidelines and makes recommended changes to standard operating procedures (SOPs) as needed.
- →Conducts research and investigations to solve problems.
- →Monitors recorded and live calls.
- →Assures employees are trained and familiar with assigned duties, agency policies, and procedures.
- →Analyzes individual and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives.
- →Provides daily, monthly, and quarterly annual reports and statistical data.
- →Participate in special projects, ongoing analyses, investigations, and initiatives.
- →Recommends personnel actions that include both disciplinary and performance-based actions.
- →Work Schedule: Monday - Friday, 8-hour shift between 6:30am - 7:30pm CST.
- →Specific work shift to be determined by supervisor after completion of training.
- →Telework: This position may be authorized for telework.
- →Telework eligibility will be discussed during the interview process.
Requirements
- ✓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 will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-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.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 316f12a9-5e37-4088-bc5a-028bf9a6a0e5
Posted via USAJobs