KSA Integration, LLC
Contact Center Supervisor
KSA Integration, LLC, Shepherdstown, West Virginia, United States, 25443
KSA Integration
is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2023 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020, 2021, 2022, and 2023 Best for Vets List by Military Times in addition to winning the 2021, 2022, and 2023 Department of Labor “Hire Vets” Platinum Medallion Award.Position Overview:
The Contact Center Supervisor is responsible for overseeing the daily operations of the Customer Service Representatives (CSRs) within the contact center. This includes ensuring adherence to schedules, compliance with established processes, and maintaining performance metrics. The Supervisor will also serve as a liaison between the CSRs and the Workforce Management team, handling change requests and exceptions to the daily schedule. Additionally, the Supervisor will be responsible for coaching and training CSRs to improve performance and enhance customer satisfaction.Benefits:Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents)HSA / FSA Medical PlansPTOFlexible Work Environment and Encourage Work/Life Balance401K with Company MatchObserves all federal holidaysProfessional Development/Tuition Reimbursement ProgramAnnual Career Development ProcessJob Type:
Full-time/ExemptLocation:
Shepherdstown, WV Salt Lake City, UT or HybridAnticipated Start Date:
August 1st, 2024Position is Contingent Upon Contract AwardMinimum Experience:4 years of experience in a contact center environment1 year of supervisory experiencePosition Responsibilities:Understand the Workforce Management process and serve as a liaison between CSRs and the WFM teamEnsure CSRs comply with established business rulesOversee Tier 1 telephony queuesEnsure sufficient CSRs are present at work to fill the assigned scheduleIdentify training gaps and tools for CSRsReinforce standards and use progressive discipline when necessaryEnsure all CSRs adhere to assigned schedules and meet or exceed adherence and performance metricsReview encounters requiring service recovery and take appropriate actionAdminister leave and absence policies for CSRsMaintain control over attendance, leave, and excused/unexcused absencesMonitor the phone line for requesting unscheduled time offEnter all unscheduled leave requests into the WFM system for approvalApprove exception requests through messaging prior to the eventDocument disruptive callers and interim information from law enforcementFollow standard procedures for onboarding/offboarding personnelRequest new employee’s email addresses for appropriate security accessResponsible for other operational activities as identifiedAdditional Responsibilities:Coach agents to improve performanceInteract with clients and other team membersActively participate in improving the contact center's performanceAssist in balancing workload requirementsRespond positively to management requests for information or ideasReinforce training on matters regarding the contact centerPosition Requirements:Strong communication and interpersonal skillsExcellent organizational and time-management abilitiesAbility to work well under pressure in a fast-paced environmentProficiency in Microsoft Office Suite and contact center softwareKnowledge of contact center operations and best practicesAbility to analyze data and generate reportsCustomer-focused attitudePhysical Requirements:Ability to sit for extended periodsAbility to use a computer and telephoneAbility to lift and move up to 25 poundsWorking Conditions:Call center environmentFlexible work schedule, including evenings and weekends.Occasional travel may be required.Preferred Skills/Experience:Previous experience providing support to the Department of Veteran AffairsKSA Integration is an equal opportunity employer.
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is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2023 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020, 2021, 2022, and 2023 Best for Vets List by Military Times in addition to winning the 2021, 2022, and 2023 Department of Labor “Hire Vets” Platinum Medallion Award.Position Overview:
The Contact Center Supervisor is responsible for overseeing the daily operations of the Customer Service Representatives (CSRs) within the contact center. This includes ensuring adherence to schedules, compliance with established processes, and maintaining performance metrics. The Supervisor will also serve as a liaison between the CSRs and the Workforce Management team, handling change requests and exceptions to the daily schedule. Additionally, the Supervisor will be responsible for coaching and training CSRs to improve performance and enhance customer satisfaction.Benefits:Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents)HSA / FSA Medical PlansPTOFlexible Work Environment and Encourage Work/Life Balance401K with Company MatchObserves all federal holidaysProfessional Development/Tuition Reimbursement ProgramAnnual Career Development ProcessJob Type:
Full-time/ExemptLocation:
Shepherdstown, WV Salt Lake City, UT or HybridAnticipated Start Date:
August 1st, 2024Position is Contingent Upon Contract AwardMinimum Experience:4 years of experience in a contact center environment1 year of supervisory experiencePosition Responsibilities:Understand the Workforce Management process and serve as a liaison between CSRs and the WFM teamEnsure CSRs comply with established business rulesOversee Tier 1 telephony queuesEnsure sufficient CSRs are present at work to fill the assigned scheduleIdentify training gaps and tools for CSRsReinforce standards and use progressive discipline when necessaryEnsure all CSRs adhere to assigned schedules and meet or exceed adherence and performance metricsReview encounters requiring service recovery and take appropriate actionAdminister leave and absence policies for CSRsMaintain control over attendance, leave, and excused/unexcused absencesMonitor the phone line for requesting unscheduled time offEnter all unscheduled leave requests into the WFM system for approvalApprove exception requests through messaging prior to the eventDocument disruptive callers and interim information from law enforcementFollow standard procedures for onboarding/offboarding personnelRequest new employee’s email addresses for appropriate security accessResponsible for other operational activities as identifiedAdditional Responsibilities:Coach agents to improve performanceInteract with clients and other team membersActively participate in improving the contact center's performanceAssist in balancing workload requirementsRespond positively to management requests for information or ideasReinforce training on matters regarding the contact centerPosition Requirements:Strong communication and interpersonal skillsExcellent organizational and time-management abilitiesAbility to work well under pressure in a fast-paced environmentProficiency in Microsoft Office Suite and contact center softwareKnowledge of contact center operations and best practicesAbility to analyze data and generate reportsCustomer-focused attitudePhysical Requirements:Ability to sit for extended periodsAbility to use a computer and telephoneAbility to lift and move up to 25 poundsWorking Conditions:Call center environmentFlexible work schedule, including evenings and weekends.Occasional travel may be required.Preferred Skills/Experience:Previous experience providing support to the Department of Veteran AffairsKSA Integration is an equal opportunity employer.
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