Supervisory Training Specialist.

About the Role

This position serves as a liaison between supervisors and employees, planning and assigning work and training as needed. The incumbent will oversee all activities for the Regional Contact Center (RCC) Training Program and advise the Regional Contact Center Manager (RCCM) on daily operations, including reporting operational needs to achieve RCC goals and objectives.

Responsibilities

• Plan, program, coordinate, supervise, manage, direct, and/or review all activities for the RCC Training Program.
• Serve as a subject matter expert for the RCC and maintain training and reference materials for the division.
• Act as a Training Coordinator for all RCC training, including annual required training, new-hire training, and ongoing refresher training. Ensure 100% review of trainee work to evaluate performance.
• Serve as a Talent Management System (VA TMS) Administrator for the RCC, recording training events, managing user accounts, coordinating technical support, generating compliance/deficiency reports for mandatory training, and monitoring VA TMS reports.
• Act as a first-line supervisor for employees during new-hire training and mentoring; may serve as "acting" team supervisor when needed.
• Develop and manage a division training program that assesses training needs, solicits input from management and employees, analyzes call quality results, and identifies trends through call reviews.
• Facilitate learning through formal or informal methods, identify training needs, provide constructive feedback, coach others on task performance, and act as a mentor.

Requirements

• Must be a U.S. Citizen.
• Selective Service Registration is required for males born after 12/31/1959.
• Subject to a background/security investigation.
• Required to attend an 8-week training session, which may require travel.
• Selected applicants must complete an online onboarding process and provide acceptable forms of identification.
• Effective May 7, 2025, non-REAL ID compliant driver's licenses or state-issued IDs cannot be used for employment verification.
• Must serve a 1-year probationary period, during which continued employment is evaluated based on performance, conduct, and alignment with agency goals.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement (08/18/2026).

Time-in-Grade Requirement

For a GS-11 position, you must have served 52 weeks at the GS-9 level in the Federal service. An SF-50 showing your time-in-grade eligibility must be submitted with your application.

Minimum Qualification Requirement

You may qualify based on experience and/or education as described below:

Specialized Experience (GS-11 Grade Level)

Applicants must have one (1) year of specialized experience equivalent to at least the GS-09 grade level. Specialized experience includes:

• Knowledge of laws, regulations, and Federal legislation pertaining to Veterans benefits.
• Comprehensive knowledge of state, federal, and local benefit programs.
• Ability to explain benefit programs orally and in writing to diverse audiences.
• Experience as a teacher, instructor, or in on-the-job supervision, applying principles and practices of the subject-matter field.

Education Substitution

Applicants may substitute education for the required experience at the GS-11 grade level:

• A Ph.D. or equivalent doctoral degree (transcripts required).
• Three full years of progressively higher-level graduate education leading to such a degree or LL.M, if related (transcripts required).

Combining Education and Experience

If you do not fully meet the experience or education requirements, the two can be combined to total 100% of the requirement.

Volunteer Experience

Experience includes paid and unpaid work, such as volunteer work through National Service programs (e.g., Peace Corps, AmeriCorps). Volunteer work helps build relevant competencies and may be credited toward qualifying experience.

Physical Requirements

The work is mostly sedentary, involving mental rather than physical exertion. It typically requires sitting but may include some walking, standing, bending, or carrying light items like papers or books.

Education

A transcript must be submitted if you are basing all or part of your qualifications on education. Only education or degrees recognized by the U.S. Department of Education from accredited institutions may be used. Unofficial transcripts may be submitted initially, but official transcripts or equivalent documentation will be required if selected.