Supervisory Legal Admin Specialist.

Overview

This position serves as the Assistant National Contact Center Manager (ANCCM) supporting the National Contact Center Manager (NCCM) in overseeing national customer service operations within a large enterprise contact center. The ANCCM shares full responsibility with the NCCM for directing all contact center activities, providing information and assistance to Veterans, their dependents, and survivors regarding benefits under applicable laws and regulations.

Responsibilities

• Share full responsibility for day-to-day operations of the National Contact Center (NCC).
• Exercise supervisory authority over work assignments and review, directly supervising Coaches, Assistant Coaches, Training Coordinators, and support staff.
• Establish and communicate performance expectations; observe and critique work performance; develop improvement plans.
• Resolve personnel complaints and disciplinary issues; provide development and training for staff.
• Develop, implement, and monitor management systems for work measurement, quality review, program evaluation, accountability, and reporting.
• Identify and correct operational deficiencies through systematic analysis.
• Improve quality and productivity through innovative use of staff, materials, equipment, and procedures.
• Manage workforce planning based on organizational goals, budget, and staffing needs.
• Plan, delegate, and prioritize work assignments.
• Manage budgetary resources, including authorizing expenditures for overtime, equipment, and staff development.
• Lead organizational change management initiatives to improve business processes and ensure employee adoption for excellent customer service.

Work Schedule and Location

• Work hours: 7:00 am to 3:30 pm Mountain Standard Time (MST).
• Telework: This is a fully remote position requiring 100% telework from a secure, distraction-free home workspace with reliable high-speed internet.
• Candidates should expect to work Monday through Friday as part of a distributed team servicing over 40,000 callers daily between 8 a.m. and 9 p.m. Eastern Standard Time (EST).
• Occasional travel to the nearest regional office or facility is required for equipment issuance and technical support.
• Government-furnished equipment includes laptop, camera, docking station, monitors, and headset.

Position Details

• Position Description Number: Supervisory Legal Administrative Specialist GS-13: 397100
• Relocation/Recruitment Incentives: Not authorized
• Financial Disclosure Report: Not required
• Bargaining Unit: No

Requirements

• U.S. Citizenship is required.
• Males born after 12/31/1959 must be registered with Selective Service.
• Subject to background and security investigation.
• Must complete a 1-year probationary period evaluating fitness and suitability for continued employment.
• Effective May 7, 2025, only REAL ID-compliant driver's licenses or state-issued IDs are acceptable for employment verification.

Qualifications

• Time-in-Grade: Applicants must have served 52 weeks at the GS-12 level within the past 52 weeks to qualify for GS-13.
• Specialized Experience: Comprehensive knowledge of veteran benefit programs or business lines and laws affecting Veterans' compensation and pension benefits. Experience supervising or managing teams to achieve performance and project goals. Knowledge of employee relations and labor relations practices.
• Experience leading first-line supervisors, managing human resources, and resolving operational issues in a similar setting is critical.
• Volunteer experience is creditable if it builds relevant competencies.
• Full-time employment is considered 35+ hours per week; part-time experience is prorated.
• Physical Requirements: Primarily sedentary work with extended talking periods. Occasional walking, standing, and carrying light items. Extensive use of computer and telephone headset.
• No educational substitution is available for this grade level.

Additional Information

• Career Transition Assistance Plan (CTAP) eligible employees receive selection priority if well-qualified.
• The position may be filled by reassignment, transfer, appointment, or reinstatement.
• The employer does not deny employment based on financial hardship or unemployment periods.
• Reasonable accommodations are available for applicants with disabilities during the assessment process.
• Candidates should be committed to improving federal government efficiency and upholding the rule of law.

Compensation & Benefits

• Federal employment offers a comprehensive benefits package including health insurance, retirement plans, paid leave, and more.
• Eligibility for benefits depends on position type (full-time, part-time, intermittent).

Location

• Remote (telework) with occasional travel to nearest regional office or facility as needed.
• Work hours aligned with Mountain Standard Time; team operates primarily on Eastern Standard Time schedule.