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Supervisory Legal Admin Specialist
Veterans Benefits Administration · Posted 60 days ago
Remote United States $107K – $140K Apply by Jul 27, 2026 General Legal And Kindred Administration ENFJENFPESFJISFJ Customer Success
Apply for this job → About the Role
The Veterans Benefits Administration (VBA) National Contact Center (NCC) leverages a remote workspace to answer inbound telephone calls from more than eight million individual Veterans per year. NCC personnel provide telephone assistance to Veterans, their dependents, and survivors with information, advice, and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies.
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: Performs the administrative and personnel management functions relative to staff supervised.
- →Establish guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system.
- →Observes employees' performance; demonstrates and conducts work performance critiques.
- →Develops work improvement plans for the division, recommending personnel actions as necessary.
- →Serves as the principal advisor on call center issues to the Regional Office Assistant Director/Director.
- →Provides leadership and oversight of division training initiatives to include defining the preferred training approaches and mechanisms and make recommendations for the development of training materials and delivery, as well as coordinate with other RO Divisions to develop training strategies and plans.
- →Analyzes and evaluates professional and technical competency of subordinate staff and plans and provides local development and training to address identified deficiencies and to maintain and enhance skills and capabilities.
- →Recommends training needs to Central Office/OFO program managers.
- →Identifies and corrects deficiencies recognized through systematic analyses of VCC operations.
- →Improves quality and productivity performance through innovative utilization of staff, materials, equipment and procedures.
- →Researches and/or analyzes problems, issues, or program requirements.
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: cb735ab2-c4ef-4bf3-95c8-1388da1531d9
Posted via USAJobs