Supervisory Human Resources Specialist (Contact Center Branch Chief)

Collaborates and consults with key management officials to build consensus for resolving issues that involve major precedent-setting cases or Human Resources program changes that significantly affect how the agency does business.

Embraces new initiatives and is proactive in finding innovative, cost-effective ways and best practices that can be implemented to enhance work processes of the Branch, while ensuring consistency and standardization of services as a first priority.

Analyzes and implements corporate decisions relative to changes in human resources policies as well as new legal guidance, laws, and regulations in the development of human resources policies and programs.

Creates and implements program and process remedies involving novel and highly complex issues that result in precedent-setting decisions and involve competing interests.

Monitors and evaluates the performance of the delivered services and recommends improvements with the objective of increased effectiveness, efficiency, and savings.

In order to qualify, you must meet the eligibility and qualifications requirements as defined below by the closing date of the announcement. For more information on the qualifications for this position, visit the Office of Personnel Management's General Schedule Qualification Standards.

Your application and resume must clearly show that you possess the experience requirements. Transcripts must be provided for qualifications based on education. Provide course descriptions as necessary. Specialized Experience Requirement: Applicants must have at least one year of specialized experience at the next lower grade level GS-13.

Specialized experience is defined as three (3) or more of the following: 1.

Leading a Human Resources program segment involving policy interpretation, operational oversight, and technical advisory services, applying advanced knowledge of federal HR laws, regulations, and staffing principles to resolve complex issues, develop procedural guidance, and support organizational decision-making. 2.

Providing authoritative HR consultation to senior managers on difficult or precedent-setting HR matters, such as workforce restructuring, recruitment challenges, or employee relations cases, ensuring compliance with governing regulations and recommending solutions that improved organizational effectiveness. 3.

Developing and implementing process improvements and standardized HR business practices by analyzing service delivery trends, identifying workflow inefficiencies, coordinating with cross-functional HR teams, and applying analytical and fact-finding techniques to enhance efficiency, consistency, and customer satisfaction. 4.

Conducting program reviews and prepared recommendations for changes to HR operations, policies, or procedures, evaluating impacts of new guidance or regulatory requirements, assessing program effectiveness, and drafting revisions that addressed gaps, reduced operational risk, and improved alignment with organizational goals. 5.

Providing supervisory or team-lead responsibilities for HR staff, including assigning work, balancing workloads, evaluating performance, coaching employees, identifying training needs, guiding staff through complex HR work, and contributing to a positive and inclusive work environment that supports mission needs and professional development.

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; religious; spiritual; community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.