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Supervisory Legal Admin Specialist
Veterans Benefits Administration · Posted 56 days ago
Remote United States $91K – $118K Apply by Jul 30, 2026 General Legal And Kindred Administration ENFJENFPESFJISFJ Customer Success
Apply for this job → About the Role
The National Call Center (NCC) has been established at Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service. The National Call Center Manager (NCCM) provides leadership and direction to the Center and coordinates its activities with other NCCs, ROs and Divisions within the ROs.
What You'll Do
- →The National Call Center (NCC) has been established at Regional Offices (RO) to centralize VA's toll-free phone activity to yield greater consistency and quality in phone service.
- →The National Call Center Manager (NCCM) provides leadership and direction to the Center and coordinates its activities with other NCCs, ROs and Divisions within the ROs.
- →The incumbent has full responsibility for the operation of the NCC in the states of jurisdiction.
- →Specific duties include, but are not limited to the following: The NCCM is responsible for advising and providing information on benefits and rights, explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases, and assisting individuals in how best to provide required documents and evidence.
- →Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
- →Responsible for oversight and management of the NCC and the IRIS Response Center; and is the primary interface for Veterans with VA; management of the call center participant correspondence function; and coordination of the Interactive Voice Response System (IVR).
- →Directs all call center customer service within the multi-state jurisdiction.
- →Facilitates discussions with Veterans' service organizations, congressional liaisons, and others at state, regional, and national meetings and conferences.
- →Ensures equal opportunities for all NCC and IRC employees and supports EEO goals and is responsible for budgetary controls and expenditures for the National Call Center.
- →How You'll Work: The employee will be required to travel to the closest VA Regional Office, VA Medical Center, or other VA facility for issuance of equipment, and as needed for technical support.
- →Government furnished equipment includes a laptop computer, camera, docking station, monitor screens and headset.
- →A secure VPN will be used to access Microsoft Office products and specific communications software including a soft phone to educate and connect Veterans with the benefits they have earned.
- →Work Schedule: Full time, Monday through Friday 8:00 am to 4:30 pm.
- →Pacific Time (PT).
Requirements
- ✓As a condition of employment for accepting this position, you will 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.
- ✓You may be required to serve a probationary or trial period.
- ✓You may be required to serve a supervisory probationary period.
- ✓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 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.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 0a9de183-34eb-4457-91e5-dd7aae98dccc
Posted via USAJobs