Supervisory Training Specialist

This position is located in the Department of Veteran Affairs. The incumbent serves as one of the Supervisory Training Specialist for the division. This RCC training program is a multifaceted development program that is intended to address a wide variety of needs and objectives. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training.

The incumbent of this position serves as a liaison between supervisors and employees and may plan and assign work and training as needed. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training: Responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for the RCC Training Program. Responsible for advising the Regional Contact Center Manager (RCCM) on daily operations of the Training Team, to include reporting daily operations problems and needs to achieve goals and objectives of the RCC. Serves as subject matter expert for the RCC; Maintains the RCC training and reference materials for the division. Serves as one of the Training Coordinator for all RCC training to include all annual required training, new-hire training, and ongoing refresher training. Ensures that any work processed by the trainees is reviewed 100% of the time to evaluate performance. Serves as a Talent Management System (VA TMS) Administrator for the RCC, records training events for NCC personnel, manages user accounts and coordinates technical support, generates compliance/deficiency reports for all mandatory training, and monitors VA TMS reports to track projected and completed training. Serves as first-line supervisor for employees during new-hire training and mentoring; May serve as "acting" team supervisor, when needed. Develops and manages a division training program that effectively assesses training needs; solicits input from management and employees, analyzes local and national call quality results, and may conduct call review to identify trends. Helps others learn through formal or informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor. Promotion Potential: Not Applicable/Position is at full performance. Work Schedule: Full time, Monday through Friday Compressed/Flexible: Available, as approved by the division chief and agency policy Telework: No, this is a remote position. Virtual: This is a remote position. Position Description/PD#: Supervisory Training Specialist : PD37006A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: No

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Additional Conditions of Employment are as follows: You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary or trial period Subject to background/security investigation Required to attend an 8 week training session, which may require travel. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements 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.