Summary This job announcement uses the Subject Matter Expert Panel Assessment to evaluate applicants. The General Schedule (GS) basic pay schedule may vary by geographic locality. To view pay rates in a specific location visit the Office of Personnel Management pay tables at https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/ Responsibilities Plans work to be accomplished by subordinates, sets and adjusts priorities and prepares schedules for completion of work. Monitors the quality of customer service and information being provided through observation and monitoring of telephone calls. Develops employee performance standards and makes formal and informational appraisals of work giving advice, counsel and/or instructions to employees as required. Investigates the most complex or sensitive customer inquiries referred by the Lead Contact Representative when issues cannot be resolved. Provides interpretation of regulations and procedures to subordinates and mediates betwee...