Supervisory Legal Admin Specialist.

About the role

The Assistant National Contact Center Manager (ANCCM) serves as a full assistant to the National Contact Center Manager (NCCM). The NCC provides customer service nationally as part of VBA enterprise contact center operations. The ANCCM shares fully with the NCCM responsibility for the direction of all contact center operations.

Responsibilities

• Exercises supervisory authorities and responsibilities involving work assignment and review, providing overall supervision of the entire division, with direct supervision over the Coaches, Assistant Coaches, Training Coordinators, and support staff assigned to the NCC front office.
• Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system; observes workers' performance, demonstrates, and conducts work performance critiques; develops work improvement plans for the division.
• Solves personnel complaints or disciplinary problems and provides for the development and training of individual staff members.
• Develops, implements, and monitors a management system of work measurement, quality review, program evaluation and accountability, and a management information reporting system; identifies and corrects deficiencies recognized through systematic analyses of NCC operations.
• Improves quality and productivity performance through innovative utilization of staff, materials, equipment, and procedures.
• Buils and manages the workforce based on organizational goals, budget considerations and staffing needs.
• Plans and delegates work, establishes priorities, and assigns work based on the nature and difficulty of the projects.
• Manages allocated budgetary resources including authorizing and supervising the expenditure of funds for overtime, equipment, and staff development in an efficient and economical manner.
• Responsible for leading organization change management activities with the NCC to improve business processes and ensure employee adoption in delivering excellent customer service.

Requirements

Required:

• U.S. Citizenship
• Eligible for a security clearance
• Must be able to pass a background/security investigation
• Must be able to serve a 1-year probationary period

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 07/27/2026. TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-13 position you must have served 52 weeks at the GS-12.

Specialized Experience: Comprehensive knowledge of veteran benefit programs or VBA business lines and laws affecting Veterans' compensation and pension benefits to provide guidance and direction on claims and appeals processing. Supervised, managed, or served as a project lead to accomplish performance and project goals; possesses knowledge of employee relations (e.g., performance or conduct based actions) and/or labor relations (e.g., grievance process or negotiations) practices.

Additional Information

Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Physical Requirements: The work is mostly sedentary. The employee will be required to talk for long periods of time which occasionally puts a strain on the throat/vocal cords. There are no other special physical demands required to perform the work. There may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files from one desk to another or for returning to storage. Extensive use of a computer and a telephone with a headset is required.