Lead Contact Representative

Full Job Description

This position is within the Veterans Experience Office (VEO), Multi-Channel Technology Directorate, as a Lead Contact Representative.

The primary purpose of the position is to respond to questions and general inquiries and resolve issues pertaining to Veterans' complaints and other related services to Veterans, Veteran family members and/or representatives, the public, and VA employees.

This is a Lead position responsible for leading 3 or more Contact Representative GS-06 positions.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/20/2026.

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-7 position you must have served 52 weeks at the GS-6. 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.

See the Required Document section below for more information regarding the SF-50s needed to verify time-in-grade.

Grade Requirement: IAW 5 CFR 330.607, CTAP eligible applicants must hold at least a GS-7 or equivalent grade (determined by your representative rate) in their permanent position of record by the closing date of this announcement.

This must be supported by the SF-50 submitted. See the Required Document section below for more information regarding the SF-50s needed to verify.

Quality Ranking Factor: Demonstrated experience leading contact center staff and performing high-level customer service functions involving complex Veteran inquiries, workload coordination, and case resolution across multiple communication platforms.

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-6 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Responding to customer inquiries by telephone, determining call purpose, providing information, resolving complaints, and handling escalated calls when needed.

Distributing and monitoring work assignments among employees and reviewing work to ensure deadlines and service standards are met.

Training or coaching employees on policies, procedures, and customer service practices.

Documenting customer interactions and researching inquiries using automated systems, including Customer Relationship Management (CRM) applications.

Tracking workload or operational performance by preparing reports and assisting with administrative tasks such as timekeeping.

Evidence of this specialized experience must be supported by detailed documentation of like duties performed in positions held on your resume.

You will also need to provide work experience information such as hours per week, full-time/part-time status, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of specialized experience at the required grade level.

You will be rated on the following Competencies for this position: Accountability Attention to Detail Communication Computer Skills Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Technical Competence Writing 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. The employee is often required to talk, type, and navigate systems for long periods of time.

The work environment includes everyday risks and discomforts which require normal safety precautions typical of an office environment.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

The Career Transition Assistance Plan (CTAP) provides 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 current position, grade level, and duty location) and be found well-qualified for this vacancy.

To be found well qualified, applicants must meet the following qualifications: Resolving complex or escalated customer inquiries received by telephone or electronic communication by researching issues, analyzing available information, and providing accurate responses or referrals.

Leading or coordinating work within a contact center environment, including distributing assignments, monitoring workload, and adjusting priorities to ensure service levels and deadlines are met.

Providing on-the-job training, coaching, or guidance to employees on customer service techniques, policies, procedures, and the use of automated systems.

Reviewing work in progress and completed work to ensure adherence to established procedures, quality standards, and supervisor instructions.

Documenting customer contacts and researching inquiries using automated systems such as Customer Relationship Management (CRM) applications and other office technologies.

Monitoring operational performance and preparing production or workload reports to support management in tracking key performance indicators.

Performing administrative or lead support functions, such as assisting with timekeeping, identifying employee training needs, and reporting performance or workload issues to supervisors.

Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Local Commuting Area: The local commuting area for this position is defined as the employee's official duty location (i.e., agency-approved alternative worksite) In accordance with 5 CFR 351.203.

In other words anywhere in the U.S. Major Duties:

Duties include but are not limited to: Receives telephone calls from and/or generate telephone calls to Veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution.

Handles escalated calls when initial attempts to resolve the caller's inquiry is unsuccessful due to the level of the customer's emotion and/or dissatisfaction with the response received.

Provides information to supervisor as requested concerning promotions, reassignment, recognition of outstanding performance as well as other various personnel needs.

Gives on the job training to new employees in accordance with established procedures, policies, directives, etc. and obtain needed information or decisions from supervisor when appropriate.

Performs timekeeping duties for the organization. Ensures accurate and timely recording of employee timecards.

Closely monitors the status and progress of work and make day-to-day adjustments in accordance with established priorities. Work Schedule: Full-time (day shift), 8 hour tours varying between 7:00 a.m.

- 7:00 p.m. EST ; Weekends and Holidays included.

Since the Contact Center operates 24 hours a day and 7 days per week, the work schedule/tour of duty is subject to change to include evening or overnight hours.

Telework: Not Applicable, this is a remote position.

Remote: This is a remote position Position Description/PD#: PD19447A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required