Contact Representative Instructor

$49,247 - $64,023/Yr

United States Department of Veterans Affairs - Canandaigua, NY

Part-time,Full-time - Entry Level

Onsite - Canandaigua, NY

Administration of Human Resource Programs

About the position

The Contact Representative Instructor position at the Women Veterans Call Center (WVCC) within the Veterans Health Administration (VHA) is responsible for evaluating and coaching customer service representatives to ensure high-quality service delivery to women Veterans and their families. This role involves monitoring compliance with policies, providing constructive feedback, and developing training programs to enhance staff performance. The position is based at the Canandaigua VA Medical Center and requires the candidate to live within one hour of the duty station.

Responsibilities

• Evaluate customer contacts of individual WVCC Lead Contact Representatives and Contact Representatives to ensure compliance with policies and procedures.
• Perform a specified quantity of evaluations per month and as needed for conduct concerns.
• Complete evaluations using WVCC evaluation forms to objectively assess quality standards.
• Listen attentively and evaluate actions and interpersonal processes of representatives during customer interactions.
• Code observations in terms of procedural compliance and opportunities for improvement.
• Provide one-on-one coaching and feedback to representatives on observed skills.
• Prepare and distribute quality evaluation reports to management identifying performance issues.
• Design a supportive training curriculum to address staff performance concerns.
• Assess the impact of training remediation in response to customer complaints or requests for feedback.
• Collaborate with representatives and supervisors to monitor training effectiveness and identify improvement solutions.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be willing to serve a probationary period.
• Subject to background/security investigation.
• Participation in the seasonal influenza vaccination program is required.
• Participation in the COVID-19 vaccination program is required.
• Must meet time-in-grade requirements for GS-7 position.

Nice-to-haves

• Experience in a patient-centered facility or call center setting.
• Strong communication skills.
• Ability to teach others effectively.

Benefits

• Comprehensive benefits package as a federal employee.
• Access to a range of benefits designed for federal careers.