Program Analyst

The purpose of this position is to analyze real time or live VCL call center program data to ensure that program operations are running efficiently. This position provides essential program support and makes decisions based on live data essential for efficient and effective functionality of critical VHA missions. The incumbent plays a critical role in providing program support and analysis that not only affects all employees in the department but can also have an impact on other areas of VCL whose positions support Clinical Operations. The major duties of this position include but are not limited to: Reviews, monitors, and analyzes real time or live program data that is reflected through various data screens and systems to report on immediate inefficiencies in program support coverage. Reviews, monitors, and analyzes real time data for any technical issues with the VCL telephone, chat or text systems, customer relations data base, network outages, etc. Annotates trends, data, and responses and elevates to leadership. Monitors the Veterans Crisis Line Responders, to ensure that they are providing timely support to Veterans and callers. Makes immediate data driven decisions based on knowledge and appropriate use of data (I.E. adjustments of staffing from chat/text to phones, immediate employee performance, dip in productivity levels, etc.). Keeps employees and leadership informed of issues, trends, and developments in the areas of call center operations and best practices. Applies program knowledge and experience in working in a call center environment to answer staff questions, guide responders, research basic questions, provide references, and respond to various other issues that may arise. The incumbent provides program and project status briefings to supervisors, managers, and internal and external staff. Reviews and analyzes situations noting trends, patterns, and data that may suggest training or knowledge deficiencies and refers this information to a supervisors for further development. Performs other duties as assigned by leadership. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Compressed/Flexible: Not authorized Remote: This is a remote position. Position Description/PD#: Program Analyst/PD07834A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized