Program Analyst

This position serves as the Call Center Data Analyst of the VA Northern California Health Care System Telephone Access Program under Benefits and Data Management Service (BOMS). This position is on the Veterans Integrated Service Network (VISN) 21 Patient Aligned Care Team (PACT) Call Center Pilot Team and the VISN 21 Customer Relations Management Team.

Duties of the position will include but not be limited to: Incumbent assists the Call Center Manager and Supervisor, Call Center in the assessment and evaluation of the Call Center Contact Management and Customer Experience. In conjunction with organizational and VISN management analysts, identifies critical manpower and human resource shortages and assists in the development of recommendations for corrective action. Participates in special studies/fact finding activities to develop required data and information for reporting purposes, and prepares administrative reports. Incumbent develops recommendations for corrective actions and methods to achieve efficient and effective operations. Applies analytical and evaluative methods and techniques to issues and studies concerning the efficiency and effectiveness of activities, processes, and/or functions related to the Call Center and VISN 21 PACT Call Center Pilot Team and the VISN 21 Customer Relations Management Team mission which includes trending for future needs. Collects and analyzes data to determine effective application of policies and procedures and soundness of organizational and cost procedural patterns established. Establishes statistical sampling techniques and accomplishes workload trend analysis. Incumbent analyzes organization, functions, work process methods and procedures, and other related criteria for the purpose of developing credible workload factors and accurate statistical indicators. Recommends improvements or actions required, identifies more effective methods of collecting/reporting data, explains problems encountered in narrative reports. Helps evaluate, select, and modify statistical methodologies and techniques to determine the most appropriate in order to determine the efficiency, reliability, and feasibility of Call Center processes and programs. Helps evaluate, select, and modify statistical methodologies and techniques to determine the most appropriate in order to determine the efficiency, reliability, and feasibility of Call Center processes and programs. Work Schedule: Monday through Friday 07:30am - 04:00pm Virtual: This is not a virtual position. Position Description/PD#: Program Analyst/PD11606-O

You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.