Supervisory Program Analyst

Join our team to enhance call center efficiency through expert information management and operational support.

• *Key Responsibilities:**
• Design and implement information management processes to optimize call center functioning.
• Collaborate with various program areas (e.g., quality, training, workforce management) to improve operational efficiency.
• Develop and maintain comprehensive organizational documentation and support materials.
• Provide guidance and support to team members, ensuring adherence to guidelines and policies.
• Analyze and resolve complex operational challenges to support organizational goals.
• Organize and maintain SharePoint for essential information accessibility.
• *Required Qualifications:**
• One year of specialized experience (equivalent to GS-11) demonstrating expertise in at least three of the following areas:

* Designing and implementing information management processes. * Collaborating cross-functionally to improve call center efficiency. * Developing and maintaining organizational documentation. * Providing team guidance and support. * Analyzing and solving complex operational challenges.

• Proven experience organizing and maintaining SharePoint.
• *Preferred Qualifications:**
• Experience in Project Management, Knowledge Management, or VA Talent Management System (TMS) administration.