CUSTOMER SERVICE TEAM MANAGER

Customer Service Team Manager

Department of Transportation

ATO / MMAC / FAA Logistics Center, Quality Systems Group, Customer Service Team, AJW-L210

Location

1 vacancy in the following location :

Duties

Directs the work of the Customer Service Representatives and the Customer Care Center. Work usually includes routine project / program tasks based on established policies, procedures, and guidelines.

• Managerial duties typically affect employees in one organizational unit, and include : setting priorities; assigning tasks;
• work schedules; selections; promotions; monitoring and evaluating performance; equity of performance standards; coaching and developing employee capabilities;

training and resolution of grievances and awards; approving leave; and taking or recommending corrective / disciplinary action, as appropriate.

Applies a comprehensive knowledge of the technical aspects of the work directed, a detailed knowledge of budget, human resource, and other administrative policies and procedures, and a detailed understanding of the objectives of the organizational unit.

Supervises the analyses in the review and evaluation of customer service activities. These analyses are conducted to ensure proper program integration and conformance to FAALC Policy, completeness and adequacy of operations in meeting goals and objectives.

Prepares recommendations based on such and discusses recommended course of action with the FAALC management team.

Oversees the preparation of the daily FAA Logistics Center National Operations Control Center (NOCC) report that updates status of FAA Logistics Center NAS support.

Provides organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management for FAALC organizations.

Responds in a timely manner to any inquiries concerning the FAA Logistics Center.

• Coordinates and directs all FAA Logistics Center responses to disasters that impact the NAS. To include oversight on disaster recovery unique tracking codes to the declared disaster;
• ordering of disaster recovery materials and supplies; coordinates the staging and shipment of materials and supplies; participates in teleconferences and correspondence in support of the disaster recovery efforts;

keeps FAA Logistics Center higher level management updated on the recovery efforts.

Uses assigned budget, staff, and other resources to accomplish project / program objectives. Also responsible for the managing fiscal resources for the organization.

Manages budget and requests additional resources, as needed. Contributes to budget planning process and projects short-term future needs.

Works with the budget and the accounting staff in the field and the Logistics Center to track costs; and works to resolve all issues that may arise during the recovery efforts.

Contacts are primarily within the organizational unit / major subdivision with subordinates, peers, and higher-level managers to discuss the status of projects / programs and to share information.

In some areas, may also have frequent contact with customers to explain policies, procedures or for other project / program purposes.

Resolves routine problems independently, but consults with higher-level management when existing guidelines are not available or applicable to complex problems.

May be called upon to assist in the development of new policies and procedures. Individual and organizational performance is typically reviewed periodically by higher level management, often through status reports and organizational performance measures, to ensure timeliness, policy compliance, and alignment with project / program objectives.

Requirements

Conditions of Employment

• Review the Additional Information Section of this vacancy announcement for important information regarding pre-employment COVID Vaccine requirement.
• US Citizenship is required.
• Selective Service Registration is required for males born after 12 / 31 / 1959.
• Must submit an SF50 (See Required Documents)
• Successful completion of a security investigation may be required
• One-year probationary period may be required
• Please review Required Documents & Additional Information

Qualifications

Reference : OPMs Group Coverage Qualification Standard for Administrative and Management Positions.

To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-H (FG / GS-12) level.

Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position and that is typically in or related to the work of the position to be filled.

• SPECIALIZED EXPERIENCE : may include but is not limited to : experience with quality programs, project management, and facilities management;
• experience establishing and maintaining customer service and continuous quality improvements; experience in providing organizational planning and development, productivity, work improvement and work methods, work measurement, goals and objectives and information management;

making recommendations based on findings / conclusions.

In addition to the Minimum Qualifications , the following has been determined to be a Quality Ranking Factor for this position.

This means well qualified candidates will have demonstrated the following :

Quality Ranking Factor : Well-qualified candidates will demonstrate experience providing staff support functions regarding managing manpower, training, recognition / performance programs and experience reading and pulling reports utilizing an automated Call Center data collection system.

Education

See Qualification Requirements.

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements.

Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA.

Your work history examples should be specific and clearly reflect the highest level of ability.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA) listed in the announcement.

Based on this evaluation, applicants will be placed in one of the following categories : score order, category grouping, or priority grouping and referred to the selecting official for consideration.

Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

Additional information

We may use this vacancy to fill other similar vacant positions.

Position may be subject to a background investigation.

A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty.

FAA policy limits certain outside employment and financial investments in aviation-related companies.

The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation.

As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome.

If these commitments coincide wit