[Hiring] Supervisory Legal Admin Specialist @Phoenix Regional Benefit Office

Role Description

The primary purpose of this position is to serve as the Assistant National Contact Center Manager (ANCCM) for the National Contact Center Manager (NCCM). The NCC provides customer service nationally as part of VBA enterprise contact center operations. The ANCCM shares fully with the NCCM responsibility for the direction of all contact center operations. As a full assistant to the NCCM, the incumbent is responsible for assisting the NCCM in providing information and assistance to Veterans, their dependents, and survivors regarding their rights to benefits under laws and regulations administered by VA and other agencies.

The incumbent shares fully with the NCCM the responsibility for the day-to-day operation of the NCC. Specific duties include, but are not limited to the following:

• Exercises supervisory authorities and responsibilities involving work assignment and review, providing overall supervision of the entire division, with direct supervision over the Coaches, Assistant Coaches, Training Coordinators, and support staff assigned to the NCC front office.
• Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system; observes workers' performance, demonstrates, and conducts work performance critiques; develops work improvement plans for the division.
• Resolves personnel complaints or disciplinary problems and provides for the development and training of individual staff members.
• Develops, implements, and monitors a management system of work measurement, quality review, program evaluation and accountability, and a management information reporting system; identifies and corrects deficiencies recognized through systematic analyses of NCC operations. Improves quality and productivity performance through innovative utilization of staff, materials, equipment, and procedures.
• Builds and manages the workforce based on organizational goals, budget considerations, and staffing needs.
• Plans and delegates work, establishes priorities, and assigns work based on the nature and difficulty of the projects.
• Manages allocated budgetary resources including authorizing and supervising the expenditure of funds for overtime, equipment, and staff development in an efficient and economical manner.
• Responsible for leading organization change management activities with the NCC to improve business processes and ensure employee adoption in delivering excellent customer service.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 07/27/2026.
• TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements.
• For a GS-13 position you must have served 52 weeks at the GS-12.
• If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS-13 (or higher) and the promotion potential of your current position must be at least GS-13.
• The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.
• MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience as described below:
• Specialized Experience: Comprehensive knowledge of veteran benefit programs or VBA business lines and laws affecting Veterans' compensation and pension benefits to provide guidance and direction on claims and appeals processing.
• Supervised, managed, or served as a project lead to accomplish performance and project goals; possesses knowledge of employee relations (e.g., performance or conduct based actions) and/or labor relations (e.g., grievance process or negotiations) practices.
• Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations.

Requirements

• The NCCM position requires understanding and experience of employee relations, performance management, and labor relations in the VBA setting, particularly from the first-line leader perspective.
• It is critical that the NCCM has this experience to properly lead, train, and mentor the dozen or so first-line supervisors who are direct reports, manage human resources, and effectively problem solve NCC issues.

Benefits

• Remote position: Selectees will work 100% of the time in a non-VA-owned space (usually personal residence).
• Employee's workspace must be suitable for conducting business and provide a secure, distraction-free home-based worksite with reliable high-speed internet connectivity.
• Successful candidates should expect to work Monday through Friday as part of a distributed team that services 40,000 or more callers each day between the hours of 8 a.m. to 9 p.m. Eastern Standard Time (EST).