Supervisory Program Analyst

The incumbent leads a Program Management Office (PMO) of approximately 60 staff responsible for quality assurance, training, knowledge management, workforce management (forecasting and scheduling), performance metrics, customer satisfaction, and telephony/IVR systems that enable high-volume contact center operations across three lines of business: the Community Care Contact Center (C4), CHAMPVA Contact Center, and Specialty Contact Center. The incumbent provides executive oversight of operations, driving process improvements, performance optimization, and customer experience strategies to ensure consistent, accurate, and timely service delivery. Responsibilities include leveraging data analytics to inform decisions, overseeing customer management technologies, and collaborating with VA program offices and external partners to resolve complex issues and improve outcomes for Veterans and their families. Major Duties: Performs qualitative and quantitative management techniques for analyzi