Management & Program Analyst (National Call Center).

Veterans Benefits Administration; Indiana; Remote; USD 70,000 - 100,000; Full time

Job summary

Veterans Benefits Administration in the National Call Center seeks a Management Analyst to work with internal customers on operational matters, evaluating efficiency and effectiveness of RCC operations related to benefits delivery to Veterans.

You will conduct data studies, produce reports and dashboards, analyze trends, support budget estimates, and coordinate data from Cisco, CRM UDO, NICE, Salesforce and WFM systems to inform management decisions.

Qualifications

• Gathers and analyzes data to evaluate RCC operations and identify efficiency improvements.
• Performs workload analysis, productivity reviews, and changes to processes for improved operations.
• Analyzes trends and prepares management reports and recommendations.

Responsibilities

• Conducts studies evaluating regional center operations and efficiency.
• Produces graphs, charts, and dashboards for training and management briefings.
• Coordinates data from Cisco, CRM UDO, NICE, Salesforce and WFM systems to prepare reports.

Skills

Data analysis

Workload analysis

Program evaluation

Statistical reporting

Tools

Cisco system

CRM UDO system

NICE

Salesforce

WFM system

Job description

Duties

The incumbent serves as a Management Analyst (MA) in the National Call Center (NCC). In this capacity, 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 NCC NCCM on pertinent issues associated with the effectiveness and efficiency of Reno NCC operations as they relate to the delivery of benefits and service to Veterans.

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.
• Conducts management audits, surveys, and systematic reviews of operations to ensure that established policies, practices, and procedures are effectively implemented.
• 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.
• Distributes call center level and agent level reporting on all driving, watch level, and key metrics.
• Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of- line situations, and anticipated needs.
• The MA controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports. The MA 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. The MA analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes.
• The MA performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the RCC. The MA assists in the planning, review, and reporting of data/statistical results of program/project studies. Establishes protocols for incoming data, organizes computerized data sets, and retrieves computerized data by using software applications to draw information, e.g., from the Cisco system, CRM UDO system, NICE, Salesforce and the Workforce Management (WFM) system, to prepare/assist in preparation of reports. The MA coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. The MA enters pertinent information into an automated tracking system. The MA maintains automated system of program-specific data to track items such as project milestones and progress reports.
• Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of-line situations, and anticipated needs. When a problem area or out-of-line situation is identified during a review, will inform the NCCM and make recommendations for corrective action.
• Provides written reports of all findings including recommendations, memorandums or as otherwise directed by the NCCM. Data and information presented in the reports provide an in-depth analysis of operations in the Information Center and are used by the NCCM in making decisions concerning workload planning.

Work Schedule

Full-Time, Monday through Friday, 8:00 AM - 4:30 PM PST

Compressed/Flexible

Not available

Telework

Fully remote

Virtual

Fully remote

Position Description/PD#

Management & Program Analyst (National Call Center); PD38639A

Relocation/Recruitment Incentives

Not authorized .

Financial Disclosure Report

Not required

Requirements

Conditions of employment

Required

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.

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
• 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
• 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.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:11/13/2026.

TIME-IN-GRADE REQUIREMENT

As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.

• For a GS-11 position you must have served 52 weeks at the GS-09 level.
• If you are a current VBA employee requesting reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS- 09 or higher and the promotion potential of your current position must be at least None.

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.

MINIMUM QUALIFICATION REQUIREMENT:

You may qualify based on your experience and/or education as described below:

Specialized Experience

To qualify at the GS-11 Grade Level: You must have one full year, or more of specialized experience equivalent to at least the GS-09 level in the Federal service. Specialized experience would typically include, but are not limited to: gathering and analyzing data using various statistical sampling techniques; using data and special studies to improve work processes and program performance; reviewing and reporting work measurement data within the organization to assist in adjusting workloads or changing work processes; evaluating the impact of new or revised policies and procedures on the existing organizational structure.

Education Substitution

A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related; (Transcript required)

OR

Combining Education & Experience:

If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. To compute, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education by 18. Add the two percentages. The total percentage must equal at least 100% to qualify. (Transcript required)

Volunteer Experience

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.

Full vs. Part-Time Employment

Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week.

Physical Requirements

The employee does sedentary work, such as sitting comfortably. There may be some walking, standing, bending, carrying of light items. No special physical effort or ability is required to perform the work.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here:

You may submit unofficial transcripts when applying. However, if you are selected for the position, you will be required to provide an official transcript or a statement from the institution (e.g., from the registrar, dean, or other appropriate official) or equivalent documentation prior to the start date.

Additional information

VA supports the use of telework. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Interagency Career Transition Assistance Plan (ICTAP)and 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 your current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at

Placement Policy

The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members

Please visit the

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP),

Reasonable Accommodation (RA) Requests

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review:

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.