Supervisory Contact Representative

Full Job Description

These Supervisory Contact Representative positions are located within the VHA Member Services at the Health Resource Center, Contact Management, First Party Operations located in Smyrna, Georgia.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/06/2026.

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-9 position you must have served 52 weeks at the GS-8. 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-8 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to:You will be rated on the following Competencies for this position: You will be rated on the following Competencies for this position: 1.

Experience in supervising and leading Contact Representatives. 2. Experience in resolving issues pertaining to first-party and third-party billing. 3.

Experience in providing eligibility and benefits counseling. 4. Experience in completing daily, monthly, quarterly, and annual reports and statistical data analyses. 5.

Experience in providing guidance to resolve issues.

You will be rated on the following Competencies for this position: Communication Organizational Stewardship Problem Solving Technical Competence Veteran and Customer Focus 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 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/.

Major Duties:

The primary purpose of these positions is to provide supervision, guidance, and assistance to Contact Representatives (CR) in the performance of their duties.

Duties may include, but are not limited to the following: Performs administrative and human resource management functions relative to staff supervised.

Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations.

Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance.

Keeps employees informed of any deviations from the standards and communicates with employees concerning their performance throughout the rating period.

Advises management in the administration and operation of the call center.

Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives.

Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions.

Evaluates processes and procedures in place, making recommendations for more effective organizational functioning when appropriate.

Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management.

Monitors recorded calls and live calls completed by CRs to track employee performance, identify training issues, and to evaluate CRs compliance with internal procedures and quality assurance requirements.

Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management. Performs other related duties as assigned.

Work Schedule: Full-Time, Monday - Friday 8 hour shift between 7:00 am - 7:00pm EST (TBD by Supervisor, based on organizational needs) 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/PD03089A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized