Description:
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Requirements:
Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement:
QUALIFICATION REQUIREMENTS:
SPECIALIZED EXPERIENCE:
GS-12 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience with the design, operation and capabilities of a computerized Unified Contact Center Environment (UCCE) telephone system operation; Experience with systems and software to assist in producing the requisite reports needed to support management tracking and decision making; Experience with Accounts Management (AM) work processes, programs, functions, error trends, and day-to-day workflow; Experience with oral and written communications techniques to assist in the preparation of routine responses for Operations' management and to coordinate data and information; and Experience with Aceyus, Verint, eWFM, AMS and RTA. Experience with extracting and interpreting raw data from various database information systems to write queries and formulas for various reports for senior level management.
AND
MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks.
AND
TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".
For more information on qualifications please refer to OPM's Qualifications Standards.