Equal Employment Opportunity Commission Logo
Position Title
Supv Legal Admin Specialist (Contact Representative)
Agency
Equal Employment Opportunity Commission
Announcement Number
DE-10811742-20-JB Opens in new window
Open Period
Thursday, May 7, 2020 to Wednesday, May 20, 2020
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1. Do you claim Veterans’ Preference? (limit characters)
2. Are you a current employee of the Equal Employment Opportunity Commission (EEOC) who meets the definition of surplus or displaced from a position in the competitive service? If yes, confirm you meet all of the following requirements:
  • you are located in the same local commuting area of the vacancy;
  • your grade is equivalent to or below the grade level of the vacancy;
  • your last performance rating of record is at least fully successful or the equivalent.
 (limit characters)
3. Are you a current or former federal employee who meets the definition of displaced (CFR 330.702) from a position in the competitive service from a federal agency other than the agency hiring for this position? If yes, confirm you meet all of the following requirements:
  • you are located in the same local commuting area of the vacancy;
  • your grade is equivalent to or below the grade level of the vacancy;
  • your last performance rating of record is at least fully successful or the equivalent;
  • it has been less than a year from your separation from Federal Service (see ICTAP eligibility period CFR 330.708.)
 (limit characters)
Preferences
1. Select the lowest grade you are willing to accept for this position. (limit characters)
Assessment 1
Select “Yes” or “No” to the following question(s). (limit characters)
1. Do you have at least one year of specialized experience equivalent to the GS-7 level in the Federal service? Specialized experience is defined as experience coordinating the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; and monitoring calls;
OR
Master's or equivalent graduate degree, if related; OR 2 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.B. or J.D., if related. (limit characters)
2. Do you have at least one year of specialized experience equivalent to the GS-9 level in the Federal service? Specialized experience is defined as experience with responsibility for leading or supervising the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; monitoring calls and providing feedback for continuous improvement; and monitoring statistics, work schedules, etc.;
OR
Ph.D. or equivalent graduate degree, if related; OR 3 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.M.., if related. (limit characters)
3. I have professional work experience interpreting and applying laws, regulations, procedures and policies of employment discrimination such as Title VII of the Civil Right Act, Age Discrimination in Employment Act, Title I of the Americans with Disabilities Act, Genetic Information Nondiscrimination Act and the Equal Pay Act. (limit characters)
4. I have work experience coaching, training and giving feedback to employees. (limit characters)
5. I have work experience in a contact center environment. (limit characters)
6. I have leadership and management skills with the knowledge and ability to oversee contact center staff. (limit characters)
7. I have the ability to manage the accuracy of information provided and the accuracy of information captured by contact center staff and can ensure that information is properly documented in applicable systems. (limit characters)
8. I have the ability to be detail-oriented and possess organizational, interpersonal, communication, writing and customer service skills, all of which are required to interact with the public and to effectively supervise a staff of contact center employees. (limit characters)
9. I have the ability to interpret and train staff on the procedures and policies of management and the agency within a contact center environment. (limit characters)
10. From the following list, identify the one experience you have had that most represents your ability in obtaining or eliciting information from others.

  (limit characters)
11. For each of the items below, select the one statement that most accurately describes your experience and capability using the scale below.

Working with Customer Relationship Management (CRM) software such as the Oracle RightNow Service Cloud and Computer Telephony Integration (CTI) software such as Avaya. (limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
12. Preparing factual reports. (limit characters)
13. Synopsizing and monitoring customer service-level data using real-time and historical reports. (limit characters)
14. Extracting relevant information from various sources. (limit characters)
15. Extracting and compiling numerical or statistical data. (limit characters)
16. Verifying facts and figures. (limit characters)
17. Evaluating the validity of sources. (limit characters)
18. Comparing and contrasting data from multiple sources. (limit characters)
19. Locating information on the Internet for job-related matters. (limit characters)
20. Comprehending and writing comprehensive and organized factual and analytical investigative reports appropriate for the needs of the audience. (limit characters)
21. Explaining processes or procedures to customers, clients, or members of the public. (limit characters)
22. Persuasively presenting feedback and recommendations to staff. (limit characters)
23. Communicating with persons of diverse cultural, socio-economic, and educational backgrounds. (limit characters)
24. Delivering training, in person or remotely, to individuals or a group of employees. (limit characters)
25. Handling callers' complaints and reaching a satisfactory solution for each. (limit characters)
26. Assigning and explaining work requirements to subordinate staff to achieve efficiency of services rendered while increasing productivity. (limit characters)
27. Preparing performance work plans and appraisals. (limit characters)
28. Setting priorities, organizing and responding to contact center call e/mail volume dynamics.
  (limit characters)
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