[Hiring] Management & Program Analyst @Reno Regional Benefit Office

Role Description

The incumbent serves as a Management Analyst in the National Call Center Manager (NCCM). The primary purpose of the position is to provide NCC management with objectively based information for making decisions on the administrative and programmatic aspects of Call Center operations and management, by accomplishing a wide variety of assignments concerned with effectiveness and efficiency of programs and operations.

Responsibilities:

• Conducts continuing and periodic studies involving compilation and analysis of data for evaluating the effectiveness of the Regional Contact Center's operations.
• Identifies areas requiring improvement and recommends procedures or methods for more efficient operations and production.
• Conducts management audits, surveys, and systematic reviews of operations to ensure established policies, practices, and procedures are effectively implemented.
• 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 training and management briefings.
• Distributes call center level and agent level reporting on all driving, watch level, and key metrics.
• Reviews, analyzes, and evaluates reports and statistics to advise on trends, out-of-line situations, and anticipated needs.
• Controls, coordinates, analyzes, validates, and participates in the preparation of Call Center Systematic Analysis of Operations (SAOs) and 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 changes in legislation or program purpose.
• Analyzes relationships between clerical, procedural, and organizational aspects of the Regional Contact Center when recommending changes.
• Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the RCC.
• Assists in the planning, review, and reporting of data/statistical results of program/project studies.
• Establishes protocols for incoming data, organizes computerized data sets, and retrieves computerized data using software applications.
• Coordinates incoming data from various sources and reviews documents for omissions and inconsistencies.
• Maintains an automated system of program-specific data to track project milestones and progress reports.
• Provides written reports of all findings including recommendations and memorandums as directed by the NCCM.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 11/13/2026.
• TIME-IN-GRADE REQUIREMENT: As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement.
• For a GS-11 position, you must have served 52 weeks at the GS-09 level.
• Specialized Experience: One full year, or more of specialized experience equivalent to at least the GS-09 level in the Federal service.
• Education Substitution: A Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related.
• Combining Education & Experience: Experience and education can be combined to total 100% of the requirement.

Requirements

• Experience refers to paid and unpaid experience, including volunteer work done through National Service programs and other organizations.
• Full-time employment is considered to be at least 35 hours per week.
• The employee does sedentary work, with some walking, standing, bending, and carrying of light items.

Benefits

• Full-Time, Monday through Friday, 8:00 AM - 4:30 PM PST
• Telework: Fully remote