Supervisory Contact Representative

Full Job Description

Incumbent serves as first line Supervisory Contact Representative in Enrollment Case Management, Health Eligibility Center.

Incumbent is responsible for providing leadership and supervision to a unit consisting of Contact Representatives, GS-05, GS-06, and GS-07.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/26/2026.

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: Computer Skills Organizational Awareness Oral Communication Writing Manages and Organizes Information 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 primarily sedentary, although some slight physical effort may be required.

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/.

Major Duties:

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: Determines educational and training needs for the unit and is responsible for ensuring that the proper resources and training are provided to best achieve established goals and objectives.

Plans, schedules and assigns work to be accomplished by subordinates. This includes reassigning employees to meet fluctuating workloads and changing demands.

Plans, develops, and conducts internal review studies of related Enrollment Case Management functions of substantial technical complexity.

The studies are used to assess the unit compliance and to propose possible changes to work practices. Observes and adheres to existing regulations related to federal healthcare benefits.

Provides guidance to other organization representatives on the regulations, policies, and procedures as they relate to enrollment for federal healthcare benefits.

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. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position.

Position Description/PD#: Supervisory Contact Representative/PD07454A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized