Supervisory Contact Representative (Customer Service Group Manager)

About this role

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include: Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight.

This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others. Experience applying regulations, other official guidance, and principles, including the latest procedures and techniques sufficient to oversee the planning, development, and implementation of the technical aspects of programs specific to the position being filled.

Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers. Leading data analysis and program evaluation on major programs segments, organizational structures and/or functional responsibilities to drive performance improvements and operational change. Experience gathering, analyzing, and interpreting performance metrics (e.g. Average time, adherence) to make data driven decisions.