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+title: "Public Experience: Contact Center Analyst"
+
+# Put the opening and closing dates of your posting here, if you have them. The
+# values you set here will be turned into user-friendly text in other parts of
+# this post. Setting it here means you won't have to copy it over and over.
+#
+# These dates MUST be formatted as YYYY-MM-DD, where month and day are 2-digits.
+# If the month number or day of the month are less than 10, add a 0 to the
+# front (eg, May would be 05 instead of just 5). This is the only format the
+# site builder automatically understands. Anything else will not be understood
+# as a date.
+#🔻🔻🔻🔻🔻
+opens: 2024-09-12
+closes: 2024-09-24
+# These dates are also used to determine whether a position is upcoming, open,
+# or closed. Here's how we decide:
+#
+# The job is upcoming if:
+#   opens is empty OR
+#   opens is in the future
+#
+# The job is open if:
+#   opens is in the past OR
+#   closes is in the future
+#
+# The job is closed if:
+#   closes is in the past
+#
+# If either opens or closes is empty, missing, or not a date, the position is
+# considered to be upcoming.
+
+# If the position can also close when the maximum number of applications are
+# received, include the maximum number of applications here. Remove this line
+# or set the value to 0 if the job does not have an application cap.
+#🔻🔻🔻🔻🔻
+max applications: 0
+
+# Is this a permanent or term appointment? Use either "perm" or "term". This
+# will be used to fill in the appointment type on the page with consistent
+# language.
+#🔻🔻🔻🔻🔻
+appointment type: perm
+
+# Put the GS grade this position is being advertised at. For SES positions, set
+# the level to 20.
+#🔻🔻🔻🔻🔻
+gs: 12
+# The information you put here will be used to automatically pull salary range
+# information.
+#
+# ⚠️⚠️⚠️ IMPORTANT NOTE: The automatic salary ranges are based on 100% remote
+# positions and use the lowest and highest locality areas. If this position is
+# not 100% remote, you will need to delete the automatic salary range and input
+# it yourself down below. Look for 💰💰💰 to indicate where to do that.
+#
+# The salary range data is stored in this file:
+#
+#   _data/pay_ranges.yml
+#
+# The data file will need to be updated each year to reflect any pay changes.
+
+# List key objectives here. Key objectives and sub-bullets will be displayed in
+# the order they are listed here. You do not need to include key objective
+# numbers. They will be added automatically.
+#
+# Each key objective starts on a new line and must start with a dash. It does
+# not need to include a number at the beginning. A key objective can be spread
+# across multiple lines if you want.
+#
+# To add sub-bullets to your key objective, add a new line below the key
+# objective and indent it with spaces. (The number of spaces does not matter, as
+# long as it is more than one). Then, add a dash and your sub-bullet.
+# Sub-bullets can also take up multiple lines as long as all of the lines are
+# indented the same amount so they line up.
+#
+# The placeholder information below shows an example of how to format the key
+# objectives. This example indents sub-bullets with two spaces:
+#🔻🔻🔻🔻🔻
+key objectives:
+
+
+# If there are any info sessions associated with this position, list them here.
+# Each info session needs three pieces of information: the link, the date, and
+# the time. See the placeholder below for an example of how to add an info
+# session. If the position does not have any info sessions, you can just delete
+# the lines that begin with spaces.
+#
+# IMPORTANT: The date MUST be formatted as YYYY-MM-DD, where the month and day
+# are TWO digits. If the month or day is less than 10, add a zero to the front.
+# The date is used to sort the info sessions on the page so they are shown
+# nearest to furthest. Only info sessions schedule for the future will be shown.
+#🔻🔻🔻🔻🔻
+info sessions:
+  - link: https://www.eventbrite.com/...
+    date: 2023-02-13
+    time: 1:30-2:30pm ET (10:30am -11:30am PT)
+
+# Put the link applicants need to use to apply for this position here. This link
+# will be used for the "Click here to apply" button at the bottom of the
+# position page.
+#🔻🔻🔻🔻🔻
+application link: https://www.usajobs.gov/job/808940800
+# This is the end of the frontmatter. After this line is Markdown.
+---
+
+{% comment ------------------------------------------------------------------ %}
+If you want to include a closed/upcoming/open alert at the top of your page,
+leave the following line. The status of the position will be determined by the
+opens/closes dates at the top of this document
+
+If you do not want the closed/upcoming/open alert, delete the line below that
+says {% include job/status_alert.html %}
+🔻🔻🔻🔻🔻
+{% endcomment --------------------------------------------------------------- %}
+
+{% include job/status_alert.html %}
+
+## Basic information
+
+Open to U.S. citizens or nationals (residents of American Samoa and Swains
+Island). Subject to background check. {% include job/full_info_on_usajobs.html %}
+
+**Supervisory status:** Non-Supervisory
+
+**Job title:** {{ page.title }}
+
+{% comment ------------------------------------------------------------------ %}
+The job title on USAJOBS is not always the same as the job title as we list it.
+To help applicants find the right jobs on USAJOBS, put the title as it appears
+on USAJOBS here.
+🔻🔻🔻🔻🔻
+{% endcomment --------------------------------------------------------------- %}
+**Official title in USAJOBS:** Program Analyst
+
+{% comment %}🔻🔻🔻🔻🔻{% endcomment %}
+**Number of vacancies:** 1
+
+{% comment %}🔻🔻🔻🔻🔻{% endcomment %}
+**Location:** Anywhere in the U.S. (remote)
+
+{% comment ------------------------------------------------------------------ %}
+💰💰💰
+The salary range for the job can be populated automatically based on the GS
+grade this posting is advertised at, based on the lowest and highest locality
+rates.
+
+💰💰💰
+If this position is not remote and has geographic restrictions, you can instead
+specify the salary min and max. For example, if the position is advertised at
+GS-15 and the position location is only Washington, DC, then (using 2023 pay
+rates):
+
+Minimum:
+  GS-15 Step 1: $172,075
+Maximum:
+  GS-15 Step 10: $183,500
+
+So you would update the line below to look like this:
+
+    {% include job/salary_range.html min="$172,075" max="$183,500" %}
+
+To use the autoomatic salary ranges, leave the lines as-is.
+
+🔻🔻🔻🔻🔻
+{% endcomment --------------------------------------------------------------- %}
+{% include job/salary_range.html min="" max="" %}
+
+Your salary, including base and locality, will be determined upon selection,
+dependent on your actual duty location. Please note the maximum salary available
+for the GS pay system is $191,900. For specific details on locality pay, please
+visit [OPM's Salaries & Wages page](https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/)
+or for a salary calculator
+[OPM's 2024 General Schedule (GS) Salary Calculator](https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/2024/general-schedule-gs-salary-calculator/). You can find more
+information in our
+[compensation and benefits section]({% link pages/compensation-and-benefits.md %}).
+
+{% comment %}🔻🔻🔻🔻🔻{% endcomment %}
+**Travel requirement:**
+Occasional travel may be required up to 10%-20% per year.
+
+{% comment %}🔻🔻🔻🔻🔻{% endcomment %}
+**Work schedule:**
+Full time.
+
+{% comment ------------------------------------------------------------------ %}
+The next {% include ... %} line will pull in the appropriate text based on the
+appointment type for this job. If you need to use different text, delete that
+line and write your custom text in its place.
+🔻🔻🔻🔻🔻
+{% endcomment --------------------------------------------------------------- %}
+{% include job/appointment_type.html %}
+
+Learn more about the benefits of working at
+[GSA](https://www.gsa.gov/portal/category/26702) and
+[TTS]({% link pages/compensation-and-benefits.md %}).
+
+## Role summary
+
+{% comment %}🔻🔻🔻🔻🔻{% endcomment %}
+Describe the role here.
+
+## Key objectives
+
+{% comment ------------------------------------------------------------------ %}
+Key objectives are automatically converted from the information provided at the
+top of the page. The automatic conversion helps ensure that all of our postings
+are consistent. If you do not want to use the automatic template, delete the
+line below that says {% include job/key_objectives.html %} and add your custom
+content in its place.
+{% endcomment --------------------------------------------------------------- %}
+
+  - **Identify improvements in operational problems**
+    - Plan or direct, special projects to identify operational problems, evaluate solutions, and recommend actions within the contact center.
+    - Independently or collaboratively conduct analytical studies of functional activities or programs.
+    - Work with the team to set and meet quality standards for any product you
+    build.
+ - **Track and monitor Contact Center initiatives**
+    - Monitor the sequence and timing of the program or  organizational milestones on contact center initiatives
+    - Prepare or conduct briefings for higher-level management, including analysis, recommendations or action plans, and guidance for implementation.
+ - **Track and monitor Contact Center initiatives**
+    - Review information, reconcile conflicting data, and devise new or modified methods to analyze findings. 
+    - Develop recommendations and proposals
+    - Analyze and develop statistical data to improve the efficiency and effectiveness of programs or internal support operations for contact center quality management.
+    - Prepare or conduct briefings for higher-level management, including analysis, recommendations or action plans, and guidance for implementation. 
+    - Identify and develop data for use in managing contact center programs.
+    - Ability to thoroughly review contact center invoices to ensure accuracy
+
+## Qualifications
+
+Provide as much detail as possible on your resume so that we can evaluate your
+previous experience. Follow our
+[guidance on creating a federal style resume.](https://join.tts.gsa.gov/resume/)
+
+Failure to provide required information may result in disqualification.
+
+For each job on your resume, provide:
+
+- The exact dates you held each job (from month/year to month/year or “present”)
+- Number of hours per week you worked (if part time)
+
+**SPECIALIZED EXPERIENCE REQUIREMENTS:**
+
+To qualify, you must have one (1) year of specialized experience at the next
+lower GS-grade (or equivalent). Specialized experience is defined as follows:
+
+- Demonstrate use of evaluative and analytical methods to identify and measure progress;
+- Revise methods and develop new approaches to information gathering;
+- Plan, schedule, and lead complex projects using project management techniques;
+- Identify opportunities for improvement based on an organization’s mission, practices, and procedures.
+
+
+## How to Apply
+
+{% include job/apply_button.html %}
+
+
+
+