About the role
Duties
In this position, you will serve as a Supervisor over the Workforce Management functions for the Recovery Service Center’s (RSC) Enterprise Contact Center Applicant Services Section, Resource Management Unit who collect and record disaster registration information from all call centers for both FEMA and Contractors, impacted by Presidential-declared disasters, provide referral services to local, tribal, state, federal and voluntary agencies who provide disaster services and provide status information on the application process.
Typical assignments include
- Exercising delegated authority from the Section Chief to oversee the overall planning, direction and timely execution of workforce management functions and acts as a principal advisor to the Section Chief on issues involving disaster assistance call management and allocation.
- Performing workload studies for disaster assistance program functions.
- Providing advice and recommendations to agency managers on the distribution of workload among positions and organizations, and the skills mix or categories of employees needed to do the work.
- Overseeing and performing configuration operation and training of scheduling and forecast database programs as well as Automatic Call Distribution processes, to include agent skill sets, login, and CMS & ICM use.
- Responsible for unit that forecasts 100% of the call volume (enterprise-wide) for all sites including Registration Intake, Helpline, and special groups, by gathering historical disaster response data, analyzing volume and patterns, and forecasting for each facility through analysis of data and staff shrinkage percentages.
Qualifications
Current Federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the Federal service. The time-in-grade requirement must be met within 30 days of the closing date of this announcement.
The qualification requirements listed below must be met within 30 days of the closing date of the announcement.
NOTE: Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. For a brief video on How to Create a Federal Resume, click here.
Current or former FEMA Reservists/DAE employees: To accurately credit your experience for these intermittent positions, make sure to list the dates (from MM/YY to MM/YY) of each deployment, along with the job title and specific duties you were responsible for during each deployment. Failure to provide this information may result in disqualification.
The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.
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