Supervisory Contact Representative

Description:

This position is within the Veterans Experience Office (VEO), Multi-Channel Technology Directorate, as a Supervisory Contact Representative. The purpose of the position is to provide supervision, guidance, and assistance to Contact Representative in the performance of their duties. Contact Representatives respond to questions, provide general information, enter VA complaints and many other related services to Veterans, Veteran family members and/or representatives, the public, and VA employees.

Requirements:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/02/2026.

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-8 position you must have served 52 weeks at the GS-7. 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.

You may qualify based on your experience and as described below:

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:

• Reviewing and resolving customer complaints while providing clear, accurate, and professional responses that addressed customer concerns.
• Conducting fact-finding and analysis to determine appropriate responses or corrective actions.
• Providing customer service to include de-escalating difficult or emotionally charged interactions.
• Training, coaching, and mentoring staff while delivering constructive feedback to improve the quality of service.

Evidence of this specialized experience must be supported by detailed documentation of like or similar 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.

Preferred Experience: Experience managing assigned subordinates in a contact center or customer service environment, including assigning and monitoring daily workload; overseeing call, email, chat, or case management queues; ensuring adherence to quality, timeliness, and customer service standards; coaching and mentoring staff on call handling, systems use, and policy application; conducting performance monitoring and providing timely feedback; addressing performance or conduct issues in accordance with established procedures; and promoting a professional, supportive, and service-focused work environment.


You will be rated on the following Competencies for this position:

• Communication
• Customer Service (Clerical/Technical)
• Leadership
• Managing Human Resources

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 often involves long 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 http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/ .