Summary PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended. This position is located at Bureau of the Fiscal Service, Deputy Commissioner (Financing and Operations), Disbursing and Debt Management (DDM). As a program manager you will provide operational and technical direction, information, advice, and assistance to Federal Program Agencies (FPAs), States, Departmental Officials, and Congressional Offices. Responsibilities As a Program Manager (Director Debt Management Contact Services Division), you will: Provide leadership, guidance and direction to managerial and operational personnel who are engaged in highly specialized work in adherence with the Debt Collection Improvement Act (DCIA) of 1996. Determine the strategic direction of the call center to ensure efficient and effective operations of all programs managed. Leverage call center technologies including telecommunications and applications: call management system, IVR, predictive dialer, Work Force Management, CTI, etc. Drive an aggressive growth strategy to achieve and/or exceed overall collection goals/commitments. Identify and manage call center key performance indicators and performance metrics to evaluate productivity and determine pro-active course correction when necessary. Requirements Conditions of Employment A one-year probationary period may be required. A one-year supervisory or managerial probationary period may be required. Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years. This is a high-risk positiion. Public Trust - Background Investigation will be required. Obtain and use a Government-issued charge card for business-related travel. This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information about individual rights, Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov). Key Requirements: Please refer to "Conditions of Employment." Click "Print Preview" to review the entire announcement before applying. Must be U.S. Citizen or U.S. National Qualifications You must meet the following requirements within 30 days of the closing date of this announcement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé. For the GS-15, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-14 grade level in the Federal service. Specialized experience for this position includes: - Experience managing day to day operations of an inbound and outbound call center or operational work unit; AND - Experience assessing the effectiveness of the day-to-day operations of a center or operational work unit; AND - Experience using analytics to prioritize work, forecast volumes, and maximize results; AND - Experience leveraging technology to establish strategies. In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-15, you must have been at the GS-14 level for 52 weeks. Education There are no educational requirements for this position. Additional Information During the application process you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact on your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. Factors such as cost effectiveness, labor market conditions and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government. We may select from this announcement or any other source to fill one or more vacancies. This is a non-bargaining unit position. This position is a nonsensitive high-risk public trust position. We offer opportunities for telework. We offer opportunities for flexible work schedules. Our comprehensive benefits are very generous. Our benefits package includes: Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards. Eleven paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year. Access to insurance programs that may be continued after you retire. A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums. A retirement program which includes employer-matching contributions. Learn more about Federal benefits programs at: https://help.usajobs.gov/index.php/Pay\_and\_Benefits