Management and Program Analyst

To apply for this position, you must have the following qualifications: EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level in the Federal service that includes applying analytical in evaluating methods and techniques to issues concerning the effectiveness of programs or operations in meeting establish goals and objectives; preparing and analyzing reports and work measurement data to assist management. -OR- EDUCATION: Two full years of graduate education or a master's degree, such education must demonstrate the knowledge, skills, and abilities necessary to do the work. -OR- Combination: Equivalent combinations of successfully completed graduate-level education (beyond 18 semester hours) directly related to the work of this position and specialized experience, as described above. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include but are not limited to the following. Organizational Analysis: 40% Applies analytical in evaluating methods and techniques to issues concerning efficiency and effectiveness of activities or functions related to HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers operations which Include optimizing the workforce. Evaluates, processes, or makes recommendations for effective organizational intraday staffing and adherence levels. Performs organizational analysis to ensure stability and generate deviation and adherence reports to assist management with appropriately allocating human resources. Program Oversight:20% Analyzes and evaluates on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting establish goals and objectives. Analyzes program performance data to identify slippage and impact. Productivity Programs:20% Oversees productivity programs in contact management comprised of related functions related to real-time adherence (RTA). Provides productivity data by day, week and month to support forecasting and scheduling programs. Issues guidance and recommends changes in RTA to ensure the Case Management contact centers operates efficiently. Audits, Inspections, and Management Controls:20% Develops procedures and systems for establishing, operating, and assessing the effectiveness of administrative control systems and line or operating programs within HRC Contact Management, Clinical Services, and HEC Enrollment Case Management contact centers. Evaluates results of audits/inspections and forwards action items to responsible organization or owner. Work Schedule: Full Time, Monday - Friday, flexible tours of duty available between the hours of 6:30am - 5:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Telework: This position may be authorized for ad hoc telework.