- Managing a staff of 110 employees ranging from GS-5 to GS-13 within a contact center environment. Evaluates performance of subordinate supervisors and direct reports.
- Supervising the department level management services for the administration of accounts receivable programs.
- Interpreting and applying Federal Debt Collection laws and requirements. Reviews and interprets agency rules and regulations, laws and information received from other sources.
- Developing compassionate approach to the collection of overpayments.
- Responding promptly and courteously to inquiries from a variety of sources.
- Setting effective, efficient, and economical direction of debt collection operations measured through productivity, cost control, and customer satisfaction.
- Setting long/short term objectives to carry out the mission and goals.
- Leading Contact Center operations including: Quality Management, Workforce Management, Knowledge Management, telephony, training, technology reports, analytics, communications and customer feedback.
- Setting realistic performance targets for the division to achieve and supports staff in developing and implement plans to achieve.
- Employing a human capital strategy that supports mission accomplishment while maintaining alignment with human capital policies related to recruitment, training, leadership development, performance management, and diversity objectives.
- Identifying and correcting systematic concerns, resource issues, process breakdowns, and performance improvement opportunities ensuring effective internal controls are set to mitigate fraud, waste, and abuse within contact center and overall organization.
- Leading cost-effectiveness studies in operating/administrative programs, including organization structures, workload assessments and staffing models.
- Leading DMC telephony system capability and enhancements initiatives.
- Actively assists and supports DMC leadership in the completion of organizational goals and center-wide priorities and initiatives. Provides clear expectations and guidance on strategic initiatives and goals to supervisors, and employees within assigned teams.
- Performing other duties as assigned.
Work Schedule: Full time, Monday through Friday, between 6:00am and 5:00pm CST.
Compressed/Flexible: Not Available
Telework: Yes-Open 100% telework eligible anywhere US. Agency supervisory on-site requirement of one day at agency worksite (Ft. Snelling, MN) per month for office coverage.
Virtual: This is not a virtual position.
Position Description/PD#: Supervisory Financial Administrative Specialist; 033590
Promotion Potential: None
Financial Disclosure Report: Required
Time-in-grade: Applicants who are/were federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-14 position you must have served 52 weeks at the GS-13 level.
To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or disabled Veterans with a compensable service-connected disability of 30% or more. Please contact the special placement coordinator or the human resources specialist listed on this vacancy for more information regarding applying for consideration under schedule A or as a 30% disabled Veteran.
Starting at $104,604 Per Year (GS 14)
