Summary
The incumbent serves as a Management Analyst (MA) in the National Call Center (NCC). The incumbent works independently with internal customers on operational matters and on exercising program responsibility. The incumbent is responsible for conducting evaluative studies and serving as a consultant to the National Call Center Manager (NCCM) on issues associated with the effectiveness and efficiency of Philadelphia NCC operations as they relate to the delivery of benefits and service to Veterans.Major Duties
Major duties include: Conducts continuing and periodic studies involving compilation and analysis of data for purpose of evaluating the effectiveness of the Regional Contact Center's operations, identifying areas requiring improvement, and recommending procedures or methods for more efficient operations and production. This includes studies involving a wide variety of management and operational reviews covering workload analysis, utilization of resources, productivity, workflow processes and improvements, and changes in organizational structure and methods of operations to promote efficiency of operations. Provides staff assistance to develop and implement changes in procedures, operations, and staff organization. Prepares graphs, charts, and other audio-visual displays depicting NCC program information and statistics for use in training, management briefings, and information dissemination activities both within and outside of the VARO. Uses personal computer and other high technology equipment to prepare and produce this data. Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and numerous other statistical and narrative reports. Assembles workload data, work measurement data, and work program data for the development of budget estimates. Studies areas where modified work methods, procedures, or systems must be developed in response to technological advances or actual or proposed changes in either legislation or overall program purpose. Analyzes relationships between clerical, procedural, and organization aspects of the Regional Contact Center when recommending changes. Generates and disseminates, daily, weekly, and monthly statistical reports on telephone activity. These reports are used for Regional Contact Center workflow management, employee performance measurement, Call Center Metric Dashboards, and reports, etc. Prepares reports as necessary for NCC dissemination. Independently performs tasks involving budget execution by compiling resource data from various financial management reports. Tracks funds distribution, reconciling commitments/obligations and reallocating organizational funds as directed. Assignments include new and unusual work situations which require the adaptation of guidelines. Monitors costs and prepares reports projecting use of available resources. Advises supervisor of conditions which would result in over-obligation of funds. Gathers, extracts, and compiles data for use in recurring and nonrecurring report formats and provides status updates on a regular basis. Ensures all budgetary transactions follow authorized policies and procedures. Prepares annual phased plan to show projected monthly expenditures and reimbursable funds. Compares current estimates with ongoing expenditures on a continuing basis. Work Schedule: Full Time, Monday - Friday, 8:00AM - 4:30PM Compressed/Flexible: Not Available Virtual: This is a remote position Position Description/PD#: Management Analyst; PD38639A Financial Disclosure Report: Not Required Bargaining Unit: No Relocation/Recruitment Incentives: Not AuthorizedEducation
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. All education claimed by applicants will be verified upon appointment. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.Requirements
As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the Agency; whether your continued employment would advance organizational goals of the Agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification may be required to complete pre-employment requirements I-9 Acceptable Documents. Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.Evaluations
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or an interview.You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Oral Communication - Ability to communicate orally, in a manner that is tactful in phrasing and tone, to elicit confidence and cooperation from people of varying backgrounds. Computer Skills - Ability to use computers, software applications, databases, and automated systems to accomplish work. Organizational Stewardship - Ability to take responsibility and initiative, set and meet priorities, follow through on commitments, safeguard information, and organize and use time and resources to achieve desired results. Analytical Reasoning - Ability to understand and interpret written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; apply what is learned from written material to specific situations. Dissects problems and information into their meaningful parts and uses logic and judgment to evaluate alternatives and develop solutions. Writing - Ability to recognize or use correct English grammar, punctuation, and spelling; communicate information (for example, facts, ideas, or messages) in a brief, clear, and organized manner; produce written information, which may include technical material, that is appropriate for the intended audience. The USA Hire Assessments includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.How to Apply
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section.The complete application package must be submitted by 11:59 p.m. (EST) on 07/14/2026. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.The application process is as follows: Click the Apply Online button. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside about two (2) hours to take the USA Hire Assessments. If you need to stop the assessments and continue later, you can re-use your unique assessment link. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: Visit https://help.usajobs.gov/how-to/application/view. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at: USA Jobs Help Center - Resume Page Limit Applicant Guidance on the Two-Page Resume LimitWhat to Expect Next
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made. Referred applicants may be contacted at any time during the hiring process. Please check all forms of communication (including email, voicemail, and spam folders), based on the contact information provided with your application, regularly to ensure you don't miss any updates. Failure to respond to communications may result in you being disqualified from consideration You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.Required Documents
To apply for this position, you must provide a complete Application Package to include the documents detailed below. Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible. It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. We will not request additional documentation or accept late or missing documents after the announcement has closed. Resume, limited to 2 pages, detailing specialized experience and competencies as they relate to this position. For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications. Your most recent NON-AWARD SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted). Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements. Additional Documents accepted: Most recent Performance Appraisal (VA Form 0750) CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal Please use this checklist to make sure you have included all documents required for your application. You will not be contacted for additional information. SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.Other Information
The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. 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. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), https://www.va.gov/EMPLOYEE/documents/The-Fair-Chance-to-Compete-Act.pdf Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments (https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information). For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
