Supervisory Contact Representative

Summary This position is in the Contact Management Division, Help Desk Section of the Health Resource Center (HRC) in VHA Member Services (MS). The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Responsibilities The primary purpose of the position is to provide supervision, guidance, and assistance to Contact Representatives in the performance of their duties. Duties may include, but are not limited to the following: Takes appropriate steps to recommend or effect changes necessary to enhance employee and section performance. Develops new or proposed policies, procedures, and guidelines and makes recommended changes to standard operating procedures (SOPs) as needed. Conducts research and investigations to solve problems. Monitors recorded and live calls. Assures employees are trained and familiar with assigned duties, agency policies, and procedures. Analyzes individual and section perfor...