For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office at [email protected]
Team Management The incumbent supervises seven staff across two functional areas — call center operations and the administrative support program — under the supervision of the Diplomatic Technology Infrastructure Deputy Chief. The Human Resources office centrally manages administrative support requests and distributes them to the incumbent for assignment.
Call Center Operations The incumbent leads front-line operations of the Mission France Call Center and serves as the primary escalation point of contact for internal and external customers. Across all communication channels — telephone, email, live chat, self-service forms, and in-person interactions — the incumbent ensures timely and professional responses. All incoming calls not fully routed by the auto attendant are prioritized and answered promptly, with efficient routing to the appropriate service provider, call group, or extension.
Administrative Support The incumbent supervises eight administrative clerks providing entry-level clerical and administrative support to principal officers and sections. When needed, the incumbent serves as alternate operator. The position covers staffing gaps, ad-hoc projects, and temporary workload increases, and may be implemented on a full-time, part-time, or intermittent ("when actually employed") basis.
Coordination & Planning The incumbent manages team schedules, shifts, assignments, and daily operations. While Human Resources provides functional guidance on staff assignments, training, and best practices, day-to-day operational management remains the incumbent's responsibility. The incumbent identifies alternate resources when staff are unavailable and may coordinate with Human Resources to meet program requirements. The incumbent also participates in Management initiatives as assigned.
Requirements:
- All selected candidates must be able to obtain and hold a Public Trust (Low Risk-Non-Sensitive) security clearance.
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All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.
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Selected candidate must be able to begin working within a reasonable period of time (12 weeks) upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements:
Education:
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Completion of Secondary School is required (high school diploma).
Please address this factor in your ERA application under Education.
Evaluations:
- You will be evaluated against the qualifications and requirements in this vacancy announcement.
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You may be asked to complete a pre-employment language or skills test.
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You must complete the application form and provide the required documents.
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Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.
Qualifications:
Experience:
Please address this factor in your ERA application under Major Duties and Responsibilities.
Language: This will be tested
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English: good working knowledge - speaking/reading/writing, may include the ability to translate.
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French: good working knowledge - speaking/reading/writing, may include the ability to translate.
Please address this language requirement in your ERA application.
Job knowledge:
Good knowledge of office management tools such as Microsoft Office (Outlook, Word, Excel, PowerPoint, and SharePoint) and computer literacy (keyboarding, internet searches) in order to perform entry-level clerical assignments.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Skills And Abilities:
Ability to manage a team, and maintain a schedule to ensure resources are assigned appropriately to the switchboard operations as a priority and then providing schedules for Roving Administrator assignments.
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- Ability to be courteous, tactful and use discretion while offering high standards of telephone services and other Management services.
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Must have the ability to maintain self-control during crisis or when dealing with difficult employees, callers or customers.
Proficiency in typing and navigating a keyboard efficiently.
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Ability to exercise professional judgement to make decisions within areas of responsibility to move tasks or projects forward and achieve section goals on time. Strong professional communication skills in writing and speaking.
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- Skill in working positively with colleagues in order to promote harmony, cooperation and good morale for staff you will supervise.
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Ability to answer calls promptly and professionally, to greet, assist and direct callers.
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Ability to lift a maximum of 51 lbs (23kg) under OSHA standards when position is assigned to the mailroom. (This will be tested).
Please address this factor in your ERA application under Major Duties and Responsibilities.
Benefits:
Agency Benefits:
- SALARY: the annual gross salary includes: the profit-sharing allowance, the vacation allowance, the bonus allowance and the “Comité d’Entreprise” allowance.
MEAL TICKETS: Meal tickets have a face value of EUR 8.25/day. 60% of the daily amount is paid by the U.S. Government. An employee contribution of EUR 3.30 per ticket will be deducted in payroll. The number of meal tickets is limited to 202 workdays per year.
TRANSPORTATION: Employees are eligible for a reimbursement of 50% of the cost of public transportation passes purchased for commuting purposes.
HOLIDAYS: The U.S. Missions in France observe eleven U.S. holidays per year and up to ten French holidays.
WE ALSO OFFER:
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A rewarding work environment at the heart of bilateral relations
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The opportunity to contribute to meaningful and diverse projects
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An inter-agency awards program to recognize outstanding contributions
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Real opportunities at the crossroads of commitment and skills provided employees have the required qualifications, relevant experience, and the motivation to grow
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Special leave: 5 days per year dedicated to caring for a sick family member (with supporting documentation)
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Employee onboarding program
For EFMs, benefits should be discussed with the Human Resources Office. The pay plan is assigned at the time of the conditional offer letter by the HR Office.
Other Information:
HIRING PREFERENCE SELECTION PROCESS:
A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.
HIRING PREFERENCE ORDER :
1. Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
2. AEFM / USEFM
3. Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **
IMPORTANT: US citizen Eligible Family Member (USEFM) applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all FS employees on LWOP and CS with re-employment rights back to their agency or bureau.
For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.
ADDITIONAL EMPLOYMENT CONSIDERATIONS
The following apply to EFMs, USEFMs, and AEFMs only:
- Current employees who used a hiring preference to gain employment who are within their first 90 calendar days of employment are not eligible. This does not apply when the hiring mechanism is TEMP or the work schedule is intermittent or irregular.
- Candidates with a hiring preference who have already accepted a conditional offer of employment may NOT be extended a second conditional offer of employment unless and until they withdraw their candidacy for the first position in writing.
The following apply to Locally Employed (LE) staff only:
- Current employees serving a probationary period are not eligible.
Current employees with an Overall Summary Rating of Needs Improvement, Unsatisfactory, or an MBC score of less than 100 points on their most recent Employee Performance Report are not eligible.
