Supervisory Social Science Program Specialist (Workflow Coordinator)

The major duties of this position include but are not limited to: Supervises a team of Social Science Program Specialists. Meets regularly with direct reports and program staff to understand and meet changing customer requirements and to establish proprieties. Exercises the full range of supervisory responsibilities including planning and assigning work, approving training requests, setting priorities and deadlines, evaluating progress and outcomes, developing performance standards and evaluating work performance of employees. Provide advice and instructions on technical and administrative issues, making or approving selections and other personnel actions, hearing and resolving formal and informal complaints and grievances. Assesses the daily schedule of staff(inbound call center, text/chat and email) and identifies any potential gaps or overstaffing. Ensures regulatory compliance and service level agreements are met and/or exceeded. Handles unique staff/case issues that my arise in a crisis call center environment and initiates and carries out contingency and emergency procedures as needed. Collaborates with other program areas such as timekeeping, workforce management , analytics, knowledge management, quality management as need and as assigned. Work Schedule: To Be Determined, will work evenings or overnights as well as weekends. Compressed/Flexible: Available Remote: This is a remote position. Position Description/PD#: Supervisory Social Science Program Specialist (Workflow Coordinator)/PD61280A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not authorized Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): Not authorized