Summary
This position is located in the U.S Department of Agriculture (USDA), Departmental Administration, in the Office of Customer Experience. The Office of Customer Experience (OCX) is in place to empower, enable, and jointly engage USDA customers and employees in human-centered design solutioning and innovation to deliver consistently exceptional service to our customers.
This job is open to

• Career transition (CTAP, ICTAP, RPL)
  Federal employees who meet the definition of a "surplus" or "displaced" employee.
• Federal employees - Competitive service
  Current or former competitive service federal employees.
• Individuals with disabilities
• Land & base management
  Certain current or former term or temporary federal employees of a land or base management agency.
• Military spouses
• Peace Corps & AmeriCorps Vista
• Special authorities
  Individuals eligible under a special authority not listed above, but defined in the federal hiring regulations.
• Veterans

Clarification from the agency
Current permanent federal employees with competitive status, Land Management Workforce Flexibility Act, CTAP/RPL/ICTAP and VEOA eligibles, Farm Service Agency permanent county employees, 30 percent or More Disabled Veterans, Certain Former Overseas and Foreign Service Employees, Military Spouses, Interchange Agreement and Other Miscellaneous Authorities, People with Disabilities, Peace Corps and VISTA, and Reinstatement eligible candidates.
Duties

• Explains, processes, and implements efficiencies in the AskUSDA Contact Center based on expert understanding of omni channel tools.
• Provides oversight for reporting and data analytics using Medallia and Salesforce for ACC CRM.
• Collaborates and partners with agency-wide representatives to ensure customers receive responses to inquiries and provides mechanisms and advice on enhancements to Salesforce in order to receive maximum customer satisfaction.
• Conducts in-depth analysis, evaluates findings, makes recommendations, and implements solutions to complex problems to enhance AskUSDA Contact Center and USDA's OCX systems, policies, and procedures.
• Prepares reports and/or presentations for senior leadership and OCX management identifying trends, patterns, and/or other predictions using relevant data.
• Reviews projects for feasibility, cost effectiveness, and practicability.
• Identifies and works with staff across the Department to gather information and compare best practices to inform and/or advise the OCX leadership.
• Conducts review evaluations and the quality of control for program management activities.
• Designs and conducts studies to analyze and evaluate the effectiveness of internal and/or agency procedures for accessing and processing data throughout the Ask USDA Contact Center using data analytics.
• Assigns and reviews the work of staff to ensure timely performance, soundness, and value.
• Monitors the progress of ACC work, including adherence to methods and procedures, and prioritization of the work, CRM and knowledge management related processing,

Requirements
Conditions of Employment

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Subject to one year supervisory/managerial probationary period unless prior service is creditable. New USDA supervisors must successfully complete all components of the required training program before the end of their probationary period.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications
Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below.
To receive consideration for this position, applicants must:
Meet the Selective Placement Factor:
This position includes a Selective Placement Factor (skill, knowledge, ability, or other worker characteristic basic to - and essential for - satisfactory performance of the job). Selective Placement Factors are a prerequisite to appointment. Applicants who do not meet them are ineligible for further consideration.

• To receive consideration for this position, applicants must be COR certified.

AND must meet Time in grade:
Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled.
AND must possess the required Specialized Experience:
GS-14: One year of specialized experience, equivalent to the GS-13 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Lead Management and Program Analyst (AskUSDA Contact Center Program Lead). For this position the specialized experience is experience using case management tools, navigating IVR structures and providing oversight of an omni-channel customer contact center; proficient in data analytics using Medallia, Salesforce, and other IT systems; managing Citrix CRM, Cisco Finesse and other telephony; strategizing, developing and implementing process improvement to improve call center metrics and optimize call center operations for peak efficiency; working with contact center contractors, managing work products, and providing guidance in relations to USDA agency and management needs.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Education
There is no educational requirement for this position.
Additional information

• The closing date of this announcement has been extended from June 28, 2024 to July 8, 2024.
• Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors. CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100.
• Veterans who are preference eligible or who have been separated from the armed forces under honorable conditions after three years or more of continuous active service are eligible for consideration under the Veteran's Employment Opportunity Act (VEOA).
• Farm Service Agency (FSA) County Employees: Permanent County employees without prior Federal tenure who are selected for a Civil Service position under Public Law 105-277 will be given a career-conditional appointment and must serve a 1-year probationary period.
• For more information on applying under special hiring authorities such as the 30 percent disabled veterans, certain military spouses, Schedule A Disabled, etc., explore the different Hiring Paths on the USAJOBS website.
• Land Management Workforce Flexibility Act (LMWFA) provides current or former temporary or term employees of federal land management agencies opportunity to compete for permanent competitive service positions. Individuals must have more than 24 months of service without a break between appointments of two or more years. Service must be in the competitive service and have been at a successful level of performance or better. Refer to PUBLIC LAW 114-47-AUG. 7, 2015 for more information.
• This position may be eligible to telework up to four days per week, based upon the duties of the position. This position may also be eligible for flexible work arrangements as determined by agency policy and any applicable collective bargaining agreements.

• Benefits
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated based on your qualifications for this position as evidenced by the experience, education, and training you described in your application package, as well as the responses to the Assessment Questionnaire to determine the degree to which you possess the knowledge, skills, abilities and competencies listed below:

• Project Management
• Data Gathering and Analysis
• Technical Competence
• Customer Service

Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Applicants who meet the minimum qualification requirements and are determined to be among the best qualified candidates will be referred to the hiring manager for consideration. Noncompetitive candidates and applicants under some special hiring authorities need only meet minimum qualifications to be referred.
Note: If after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service.
Clicking the link below will present a preview of the application form; i.e. the online questionnaire. The application form link below will only provide a preview and does not initiate the application process. To initiate the online application process, click the "Apply" button to the right.
To view the application form, visit: https://apply.usastaffing.gov/ViewQuestionnaire/12450589

• Benefits
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.
  
  • Resume that includes: 1) personal information such as name, address, contact information;2) education;3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable);4) other qualifications.
  • Current and former Federal employees:
    
    • Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND
    • Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
  • Current permanent FSA County employees must submit your most recent non-award Notification of Personnel Action (SF-50) showing your highest grade (or promotion potential) held on a permanent basis, position title, series and grade AND most recent performance appraisal (dated within 18 months) per above.
  • Veteran Hiring Authorities: VEOA and 30% Disabled Veterans: DD214, Certificate of Release from Active Duty, that shows dates of service and discharge under honorable conditions. If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. Veteran's preference must be verified prior to appointment.
  • If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
  • Land Management Workforce Flexibility Act: Copies of Notification of Personnel Action(s) (SF-50) showing the employee served in eligible appointment(s) for a period(s) of more than 24 mos w/o a break between appointments of two years. Include initial hire actions, extensions, conversions and separation SF-50s for each period. Submit performance rating(s) showing acceptable performance for each period counted towards eligibility signed by supervisor(s). If documentation does not exist for one or more periods, submit a statement from supervisor(s) indicating acceptable performance. Applicants who do not have performance documentation for any period shall provide a reason why the documentation is not available and statement that performance for all periods was at an acceptable level.
  • Schedule A, Persons with Disabilities Appointment: Letter from a physician, local, state or federal rehabilitation office citing eligibility under 5 CFR 213.3102 (u).
  • Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
  • If claiming eligibility under a special hiring authority or an interchange agreement with another merit system not listed above, see the requirements for that authority and submit the required supporting documentation. Go to: USAJOBS Hiring Path for Special Authorities or Special Hiring Authority for more information.
• How to Apply
  Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.
  Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement to be entered into the system prior to its closing.
  This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.
  To begin, click "Apply" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.
  NOTE : Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable.
  Agency contact information
  Teresa Thompson
  Phone
  202-260-8935
  Email
  teresa.thompson@usda.gov
  Address
  Departmental Administration
  1400 Independence Ave SW
  Washington, DC 20250
  US
  Next steps
  Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.
  You must choose to turn on email notifications in your USAJOBS profile if you want to receive important email notifications that may impact your applicant experience (e.g. If you start an application and do not submit it prior to the closing date, USAJOBS will send an email reminder that the closing date is approaching and your application is in an incomplete status).
  Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to 1400 Independence Avenue, SW, Washington, DC 20250, subject line: Fair Chance Act.
• Fair and Transparent
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents
The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.

• Resume that includes: 1) personal information such as name, address, contact information;2) education;3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable);4) other qualifications.
• Current and former Federal employees:
  
  • Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND
  • Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
• Current permanent FSA County employees must submit your most recent non-award Notification of Personnel Action (SF-50) showing your highest grade (or promotion potential) held on a permanent basis, position title, series and grade AND most recent performance appraisal (dated within 18 months) per above.
• Veteran Hiring Authorities: VEOA and 30% Disabled Veterans: DD214, Certificate of Release from Active Duty, that shows dates of service and discharge under honorable conditions. If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. Veteran's preference must be verified prior to appointment.
• If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
• Land Management Workforce Flexibility Act: Copies of Notification of Personnel Action(s) (SF-50) showing the employee served in eligible appointment(s) for a period(s) of more than 24 mos w/o a break between appointments of two years. Include initial hire actions, extensions, conversions and separation SF-50s for each period. Submit performance rating(s) showing acceptable performance for each period counted towards eligibility signed by supervisor(s). If documentation does not exist for one or more periods, submit a statement from supervisor(s) indicating acceptable performance. Applicants who do not have performance documentation for any period shall provide a reason why the documentation is not available and statement that performance for all periods was at an acceptable level.
• Schedule A, Persons with Disabilities Appointment: Letter from a physician, local, state or federal rehabilitation office citing eligibility under 5 CFR 213.3102 (u).
• Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.
• If claiming eligibility under a special hiring authority or an interchange agreement with another merit system not listed above, see the requirements for that authority and submit the required supporting documentation. Go to: USAJOBS Hiring Path for Special Authorities or Special Hiring Authority for more information.

How to Apply
Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.
Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement to be entered into the system prior to its closing.
This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.
To begin, click "Apply" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.
NOTE : Please verify that documents you are uploading from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Uploaded documents must be less than 5MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, TXT or Word (DOC or DOCX). Do not upload Adobe Portfolio documents because they are not viewable.
Agency contact information
Teresa Thompson
Phone
202-260-8935
Email
teresa.thompson@usda.gov
Address
Departmental Administration
1400 Independence Ave SW
Washington, DC 20250
US
Next steps
Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.
You must choose to turn on email notifications in your USAJOBS profile if you want to receive important email notifications that may impact your applicant experience (e.g. If you start an application and do not submit it prior to the closing date, USAJOBS will send an email reminder that the closing date is approaching and your application is in an incomplete status).
Under the Fair Chance Act, agencies are not allowed to request information about an applicant's criminal history until a conditional offer of employment has been made, except as allowed for access to classified information; assignment to national security duties or positions; acceptance or retention in the armed forces; or recruitment of a Federal law enforcement officer. An applicant may submit a complaint or any other information related to an organization's alleged noncompliance with the Fair Chance Act. The complaint must be submitted within 30 calendar days of the date of the alleged noncompliance. To make a Fair Chance Act inquiry or complaint, send an email with the appropriate information to 1400 Independence Avenue, SW, Washington, DC 20250, subject line: Fair Chance Act.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request