Lead Management and Program Analyst

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-timework 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: SPECIALIZED EXPERIENCE: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 level in the Federal Service. Specialized experience includes: Experience with a wide range of analytical and evaluative methods and techniques relating to call center operations environment; Experience with management and organizational principles to apply to programs, projects and studies concerning the efficiency and effectiveness of operations and means to improve them; Experience with Text-to-Speech software (Nuance Text-to-Speech (TTS)) and formatting software (Adobe Audition); Experience with Identifying, troubleshooting & elevating IT issues; Experience providing executives and business organizations with emerging speech analytics data and analysis; Experience with Contact Recording (Verint software) providing training and technical support, and Speech Analytics. For more information on qualifications please refer to OPM’s Qualifications Standards.
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