Management Analyst

Summary

This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications, Call Center Operations Group, Division of Call Center Operations. As a Management Analyst, GS-0343-12, you will perform a broad range of analytical and advisory assignments in support of CMS contact center operations, including 1-800-MEDICARE and the Health Insurance Marketplace.

Duties

• •Coordinating enterprise-level workforce forecasting for 1-800-MEDICARE and Health Insurance Marketplace contact centers by analyzing call volumes, seasonal patterns, and policy changes to develop staffing recommendations and support.
• •Developing staffing strategies for contractor-operated contact centers and coordinating with CMS CORs and vendors to align hiring, training, and scheduling plans with forecasted demand, acquisition requirements, and performance standards.
• •Monitoring contact center performance metrics, identifying trends and operational risks, and preparing recurring and ad hoc reports with data-driven recommendations for CMS leadership, program offices, and contractors.
• •Validating forecasting and scheduling outputs and maintaining workforce management data and system configurations in Genesys or similar platforms, while identifying anomalies, coordinating issue resolution, and documenting procedures.
• •Advising CMS program offices, policy teams, contractors, and senior leaders on contact center capacity, operational impacts, and workforce needs related to new initiatives, regulatory changes, and beneficiary requirements.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT. Your resume (limited to no more than 2 pages) must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from being considered further. In order to qualify for the GS-12, you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-11 grade level in the Federal government, obtained in either the private or public sector, to include: 1. Analyzing call or contact volume trends, seasonal patterns, and workload drivers to forecast staffing requirements; 2. Analyzing operational datasets to validate data accuracy and identify trends; 3. Developing recurring reports, dashboards, or executive summaries to communicate operational trend analyses; AND 4. Advising management by presenting data-driven findings and recommendations to support workforce-planning and operational decisions. 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. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/13108763