Supervisory Consumer Advocacy and Mediation Specialist

Full Job Description

This position is located in the Federal Communications Commission (FCC), Consumer and Governmental Affairs Bureau (CGB), Consumer Inquiries and Complaints Division (CICD) located in Washington, DC.

Relocation expenses will not be paid. THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.

Interested candidates should be passionate about the ideals of our American republic, committed to upholding the rule of law and the U.S.

Constitution, and committed to improving the efficiency of the Federal government. Hiring decisions will not be based on race, sex, color, religion, or national origin.

Applicants must meet eligibility and qualification requirements by the closing date of this announcement.

Current Federal employees must meet time-in-grade requirements by the closing date of this announcement.

Specialized Experience: Applicants must have a minimum of one year of specialized experience equivalent to at least the GS-13 in the Federal service.

For this position, specialized experience includes the following: 1) Experience overseeing, supervising, and managing the overall operations of a contact center which is responsible for handling consumer inquiries and informal complaints.

2) Experience producing, compiling, and analyzing data from contact center software and other platforms to determine workload trends, identify potential enforcement and policy initiatives, and improve management processes.

3) Experience supervising contact center agents, data analysts, and support staff.

4) Experience serving as a liaison between telecommunication industry representatives, public interest groups, the general public, and the Commission or a Federal agency.

PART-TIME OR UNPAID 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; religious; 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. Major Duties:

Incumbent serves as the Deputy Division Chief and is responsible for planning, directing, and executing the programs and functions of CICD.

Determines scope and extent of programs to be undertaken within overall mission and proportion of total resources to be devoted to individual activities, considering workload, priorities, and urgent program requirements.

Establishes policies and priorities for CICD under the direction of the Division Chief and senior management. Determines resource requirements and justifies same.

Continuously evaluates progress of operations through discussion with subordinates and review of reports and documents; takes action to adjust priorities and resources to meet urgent needs and to improve effectiveness of operations.

Directs the work of staff. Assigns new functions and provides policy and priority guidance. Provides definitive decisions of technical problems raised by subordinates in their program areas.

Initiates and directs special studies in problem areas. Develops and implements programs to build and maintain employee morale at high levels. Supports and establishes team building programs.

Produces, compiles, and analyzes statistical data to determine trends in workload, allowing more effective utilization of staff and resources in reaching established goals.

Incumbent is responsible for overseeing CICD’s informal complaint case management process, which includes assignment, tracking, resolution, and follow-up, if necessary, of cases.