Supervisory Contact Representative

U.S. Department of Veterans Affairs; Smyrna (GA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

U.S. Department of Veterans Affairs in Smyrna, GA, Health Resource Center within VHA Member Services, seeks a Supervisory Contact Representative to provide guidance and supervision to Contact Representatives. The position focuses on ensuring quality service and supervising day-to-day operations.

Responsibilities include directing work, developing SOPs, monitoring calls, and preparing performance reports. Telework may be authorized ad-hoc; a return-to-office plan will be discussed during the

Qualifications

• Experience providing guidance to employees on procedures and regulations.
• Experience planning and assigning work for a group of staff.
• Experience evaluating the performance of subordinate personnel.

Responsibilities

• Takes appropriate steps to recommend changes to enhance employee and section performance.
• Develops new policies and guidelines and updates SOPs as needed.
• Conducts research and investigations to solve problems.
• Monitors recorded and live calls and ensures quality of service.
• Assures employees are trained and familiar with assigned duties and procedures.
• Analyzes performance and productivity against goals and objectives.
• Prepares daily, monthly, and quarterly reports and statistics.
• Participates in special projects and investigations.
• Recommends personnel actions including disciplinary actions.

Skills

Supervision

Guidance

Time management

Call center

Quality assurance

Job description

Summary
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.

Summary
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.
Qualifications
To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 09/22/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position you must have served 52 weeks at the GS-08. 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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-08 in the normal line of progression for the occupation in the organization. Specialized experience includes: 1) Providing guidance to employees on procedures and regulations related to enrollment and eligibility for healthcare benefits.2) Planning and assigning work for a group of staff.3) Ensuring proper resources and training are provided to staff.4) Evaluating the performance of subordinate personnel.5) Reviewing and updating standard operating procedures for a call center environment.6) Reviewing complaints from customers and/or performing fact-finding as necessary in order to make a recommendation for resolution.7) Reviewing calls conducted by call center staff to ensure quality of service provided. You will be rated on the following Competencies for this position: Decision Making Technical Competence Problem Solving Managing Human Resources 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary with no special physical demands. Work may involve talking for long periods of time and often involves long periods of interaction at computer terminals. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

• 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 (ad-hoc)
• Telework eligibility will be discussed during the interview process
• Virtual: This is not a virtual position
• Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work unless they are approved for an exception or an exemption
• Any approval for an RTO exception or exemption will happen after a tentative job offer - but before a final job offer
• Position Description/PD#: Supervisory Contact Representative/PD03091A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized