Outbound Contact Center Manager jobs in Medford, OR

Duties

As the Contact Representative in this position, you will:

Contact Representative GS-0962-06

The Contact Representative is the face of the district. Whether the public is walking in or calling in they will interact first with the Contract Representative. They provide information regarding the BLM's mission, map purchases, area archeology and area history. Provides information to members of the public on types of recreational opportunities available in the area. Explains rules related to the use of recreational areas and facilities and informs and persuades contacts to obtain greater public cooperation in protecting resources from fire, vandalism, pollution and litter, as well as other improper or prohibited activities.

Requirements

Conditions of Employment

• U.S. Citizenship required.
• May be required to complete background investigation.
• Meet Selective Service Registration Act requirement for males.
• Must provide resume and supporting documents (See required documents) prior to the closing date of this announcement.
• You cannot hold an active real estate license, nor can you have an interest or hold stocks in firms with interest in Federal Lands.
• If you are a new employee or supervisor in the Federal government, you will be required to complete a one-year probationary period.
• Selectee will be required to participate in the Direct Deposit Electronics Funds Transfer Program.
• Status applicants must meet time-in-grade requirements.
• You may be required to occasionally travel overnight away from home. You must be eligible to obtain a government charge card for travel purposes.
• Please follow all instructions carefully; errors or omissions may affect your rating.

How You Will Be Evaluated

• Benefits

  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

• Required Documents

  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

  The following documents are required and must be submitted by 11:59 PM (EST) on 04/02/2024.

  • Resume which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or civilian, please include your rank and/or grade.

  • If qualifying based on your education, unofficial or official transcripts.

  • Other Supporting Documents, if applicable, such as:

  • Current/Former Federal employees: Your most recent Notification of Personnel Action (SF-50 or equivalent) showing that you are/were in the competitive service, as well as the highest grade (or promotion potential) held, on a permanent basis and containing information which shows you meet time-in-grade (e.g., STEP increase, etc.) You must submit an SF-50(s) that shows permanent (career/career/conditional tenure) and competitive service eligibility to be considered. No award SF-50 will be accepted.
  • Former Federal Employees separated from Federal Government over a year ago: Your separation Notification of Personnel Action (SF-50 or equivalent) showing your permanent, competitive status and your last Federal performance appraisal plan/rating. You must submit an SF-50(s) that shows permanent career or career conditional tenure and competitive service eligibility to be considered (No award SF-50 will be accepted). Your last Federal performance appraisal plan must reflect a rating of Fully Successful or equivalent.
  • Documentation for the Land Management Workforce Flexibility Act (LMWFA) eligibility, which includes ALL Appointment AND Termination SF-50s for EACH appointment as well as ALL performance evaluations, for each qualifying period of temporary employment claimed.
  • Veterans Preference Documentation:
    • If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
    • If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
    • If you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
  • Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: (1) Proof you are a displaced Federal employee, i.e., SF-50 showing RIF separation, Notice of Proposed Separation due to RIF, and/or Notice of Separation due to RIF; (2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and (3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified 90 or above on the rating criteria for this position.
  • Schedule A, Persons with Disabilities Appointment Eligibles: Schedule A letter from a physician, local, state or federal rehabilitation or benefits office citing disability - eligibility under 5 CFR 213.3102 (u).
  • Interchange Agreement with Other Merit Systems Eligible: Documentation of eligibility as listed in each individual interchange agreement.
  • Other noncompetitive or special appointing authorities (e.g., Peace Corps, VISTA, Public Land Corp, Military Spouse, VRA, 30% Disabled Veterans, Certain Former Overseas Employees, Foreign Service, Boren Fellows, etc.) must provide substantiating documentation as required.
  • Any other supporting documentation required for verification as described in the announcement.

  Do not submit photographs with your application package. Documents with photographs will not be seen by hiring officials. You must remove your image prior to submitting any badges, licenses, or certificates.
  
  Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• How to Apply

  To apply for this position: You must complete the occupational questionnaire and submit the documentation specified in the Required Documents section below. To receive consideration, the complete application package must be submitted by 11:59 PM (EST) on 04/02/2024. WE DO NOT ACCEPT HARD-COPY OR E-MAIL APPLICATION PACKAGES.

  • Select Apply. If you are not logged in, you will be prompted to login or create an account.

  • Prompted to Start the Application Process by selecting "Start Application."
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    • To PREVIEW the application questionnaire, select the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12316173

  • Select or add the resume you want to use for this application. Click here on how to build a resume in USAJOBS.

  • Select documents you want included in this application.

  • Review package to acknowledge your documents were reviewed.

  • Select if you want to include your demographic information.

  • After reading and certifying the application is true and submitted in good faith, select "Continue to Agency Site."

  • Follow onscreen prompts and instructions to complete your application.

  • Add the supporting documents by indexing your documents with the dropdown.
    • Upload any missing required documents or optional documents.

  • Review and Submit Application.

  • While logged in, you can check the status of your application by selecting " " next to the job title for this position.

  • You can review or revise your application at any point during the open period of the announcement.
    • To update an application, you should log into your USAJOBS account and select " " next to the job title for this position. Select "Update Application" for this job.
    • Note: When you click Update Application, you will be prompted to re-select your documents from USAJOBS. Documents submitted with the first application will no longer be associated with the applicant record. So it is important that you select all documents you want to use in the re-application.

  Agency contact information

  San Antonio Services Branch

  Phone

  816-541-8101

  Email

  SASBMailbox@opm.gov

  Address

  BLM Oregon State Office
  BLM Oregon State Office, OR-953
  1220 SW Third
  Portland, OR 97204
  US

  Next steps

  Once the Occupational Questionnaire is received you will receive acknowledgement that your submission was successful. If you are among the most qualified candidates and your name is referred to the hiring official, you may be contacted directly for a possible interview. You will be notified of the status of your Application Package at the time candidates are referred for consideration, and when the selection process is complete.
  
  This announcement may be used to fill additional positions if identical vacancies occur within 90 days of the issue date of the referral certificate.
  

• Fair and Transparent

  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

  • Equal Employment Opportunity (EEO) Policy
  • Reasonable accommodation policy
  • Financial suitability
  • Selective Service
  • New employee probationary period
  • Signature and false statements
  • Privacy Act
  • Social security number request

Required Documents

Clarification from the agency

This announcement is open to all U.S. Citizens, Status Candidates (Merit Promotion, Land Management, and VEOA Eligibles) and Non-Competitive Authority Eligibles.