Supervisory Management & Prog Specialist

Oversee daily operations of the NCSO, ensuring timely and accurate delivery of scheduling and eligibility services. Ensures call center performance goals-such as average speed of answer, hold time, and abandoned call rates-are met. Maintains effective technological and telephony systems to support operations. Provides guidance to staff on program requirements, projects, and procedural updates. Ensures compliance with personnel policies, EEO laws, and VA regulations. Evaluates staff performance and maintains effective working relationships across the organization. Oversees eligibility determinations and interment scheduling processes. Ensure accurate data entry into NGA systems and monitor data quality. Supports budget development and monitoring, including annual estimates and new initiatives. Serves as purchase card and travel card approving official. Oversees facility-related responsibilities for the VA leased NCSO office space, ensuring a safe work environment. Ensure staff have appr