Public Experience: Contact Center Analyst

Basic information

Open to U.S. citizens or nationals (residents of American Samoa and Swains Island). Subject to background check. Full information is available on USAJOBS.

Supervisory status: Non-Supervisory

Job title: Public Experience: Contact Center Analyst

Official title in USAJOBS: Program Analyst

Number of vacancies: 1

Location: Anywhere in the U.S. (remote)

Salary range: GS-12 ($86,962 to $140,713)

Your salary, including base and locality, will be determined upon selection, dependent on your actual duty location. Please note the maximum salary available for the GS pay system is $191,900. For specific details on locality pay, please visit OPM's Salaries & Wages page or for a salary calculator OPM's 2024 General Schedule (GS) Salary Calculator. You can find more information in our compensation and benefits section.

Travel requirement: Occasional travel may be required up to 10%-20% per year.

Work schedule: Full time.

Appointment Type: This is a permanent position.

Learn more about the benefits of working at GSA and TTS.

Role summary

As a Contact Center Program Analyst in TTS, you’ll assist the contact center in analyzing call metrics and other data provided by systems or contractors. TTS has a wide range of programs that further the organization’s mission, many of which operate on a reimbursable basis, including the USAGov Contact Center. You’ll assist the contact center team in reconciling the contract budget for the program after reviewing invoices. To meet these goals, you’ll iterate on current processes and participate in establishing new and more efficient ways to operate at the contact center. Success in this role requires analytical skills, organizational & policy knowledge, an aptitude for relationship building - especially with our internal partners, and a love of spreadsheets!

Key objectives

1. Identify improvements in operational problems
   • Plan or direct, special projects to identify operational problems, evaluate solutions, and recommend actions within the contact center.
   • Independently or collaboratively conduct analytical studies of functional activities or programs.
   • Work with the team to set and meet quality standards for any product you build.
2. Track and monitor Contact Center initiatives
   • Monitor the sequence and timing of the program or organizational milestones on contact center initiatives.
   • Prepare or conduct briefings for higher-level management, including analysis, recommendations or action plans, and guidance for implementation.
3. Track and monitor Contact Center initiatives
   • Review information, reconcile conflicting data, and devise new or modified methods to analyze findings.
   • Develop recommendations and proposals.
   • Analyze and develop statistical data to improve the efficiency and effectiveness of programs or internal support operations for contact center quality management.
   • Prepare or conduct briefings for higher-level management, including analysis, recommendations or action plans, and guidance for implementation.
   • Identify and develop data for use in managing contact center programs.
   • Thoroughly review contact center invoices to ensure accuracy.

Qualifications

Provide as much detail as possible on your resume so that we can evaluate your previous experience. Follow our guidance on creating a federal style resume.

Failure to provide required information may result in disqualification.

For each job on your resume, provide:

• The exact dates you held each job (from month/year to month/year or “present”)
• Number of hours per week you worked (if part time)

SPECIALIZED EXPERIENCE REQUIREMENTS:

To qualify, you must have one (1) year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is defined as follows:

• Demonstrate use of evaluative and analytical methods to identify and measure progress;
• Revise methods and develop new approaches to information gathering;
• Plan, schedule, and lead complex projects using project management techniques;
• Identify opportunities for improvement based on an organization’s mission, practices, and procedures.

How to Apply

Submit a complete online application prior to Tuesday, September 24th, 2024, at 11:59 pm ET. Please fill out all applicable fields. Click here to apply..

Need Assistance in applying or have questions regarding this job opportunity, please email the TTS Talent Team at jointts@gsa.gov.