Program Specialist (ACT), GS-301-9


Vacancy ID: 839029   Announcement Number: MG-2013-01359-SLC-839029COR   USAJOBS Control Number: 337315700

Occupational/Assessment Questions:

1. Carefully read the descriptions below and select the letter corresponding to the statement that best describes your background related to this Program Specialist (Agent Coordination Team), GS-301-9 position.

A. I have at least one year of experience in managing call volume workflow in a contact call center by monitoring and analyzing call data, adjusting workload distribution, and creating ad hoc reports of expected daily staffing requirements.
B. I have successfully completed the requirements for a Master's degree or equivalent graduate degree OR have 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D., which may be substituted for the specialized experience. My graduate degree or higher level graduate education is in a field that is related to the duties required of this position.
C. I have some experience in managing call volume workflow in a contact call center by monitoring and analyzing call data, adjusting workload distribution, and creating ad hoc reports of expected daily staffing requirements and some higher level graduate education defined in B that when combined will total one full year.
D. My education and/or experience in this area is not defined in the above responses.