Supervisory Disaster Recovery Specialist (customer Service Manager)

Supervisory Disaster Recovery Specialist (Customer Service Manager)

You will serve as a Supervisory Disaster Recovery Specialist (Customer Service Manager) for the Small Business Administration (SBA), Office of Capital Access (OCA), Customer Service Center (CSC), in Buffalo, New York. This position manages the operations of the Office of Capital Access' national contact center, providing timely and efficient delivery of program services to disaster victims and other involved stakeholders throughout the United States and its territories.

Responsibilities include:

• Planning and implementing flexible customer service initiatives for responding to customer and general public questions and concerns regarding all aspects of the disaster loan program including loan processing, legal requirements for disaster loans, loss verification, and field operations.
• Supervising a fluctuating staff that varies in size depending on the severity of the disaster events.
• Overseeing and managing the day-to-day phone and email operations, which includes special projects, call distribution/reporting, workforce management, call monitoring, forecasting, budgeting, customer satisfaction survey, training, and quality assurance.
• Developing effective call-handling strategies for the CSC's automated call distribution system.
• Serving as the Department's key point of contact for communications and sharing of information with the Field Operations Centers and the Processing and Disbursement Center.
• Participating in OCA panels, committees, and teams on matters related to, but not limited to policy and procedures, process improvement, and automation requirements that promote effective and efficient customer service.

Important notes: This is a Temporary Promotion position, not to exceed 1 year, and may become permanent without further competition. If required to travel to a disaster site, you may encounter hazardous working and/or living conditions, for example, no water or electricity and/or minimal lodging facilities. A REAL ID is required. By applying for this position with SBA's Customer Service Center - CSC, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. This position is not included in a bargaining unit.

Requirements:

Conditions of Employment:

Qualifications:

Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. Federal status applicants must meet both Time-In-Grade AND experience requirements by the closing date of this announcement. However, if you have separated from the Federal Government for at least 52 weeks, you are not subject to the Time-in-Grade requirement. Time-In-Grade Requirement: GS-14: Must have held grade GS-13 for 52 weeks. You may qualify based on experience. Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-14: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-13 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Overseeing the day-to-day operations of a nationwide contact center including such areas as planning, managing, and execution of center projects and initiatives; and Experience analyzing and making recommendations or decisions in such areas as changing workload and staffing requirements; and Communicating orally with various levels of internal and external customers to accomplish program goals; and Communicating in writing with various levels of internal and external customers to accomplish program goals; and Leading or supervising a diverse staff; and Preparing and presenting policy, organizational goals, and objectives. 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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy). TIME-IN-GRADE: As a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/21/2025.

Education: GS-14: There is no educational substitution at this grade level.

Additional Information:

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.phptitle=Reasonable_Accommodations_for_USA_Hire_Career_Transition_Assistance_Programs: Career Transition Assistance Plan (CTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job in their current agency (intra-agency, i.e. SBA employees only). Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System or are exempt from having to do so under the Selective Service Law. For additional information visit www.sss.gov.Telework may be available. For information on Telework visit: http://www.telework.gov/ Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications website: General Business and Industry Series 1101a