Job Information
KSA Integration LLC Contact Center Supervisor in Fully Remote • Stafford, Virginia
Contact Center Supervisor
Fully Remote • Stafford, VA (http://maps.google.com/maps?q=Stafford+VA+USA+22554)
Description
KSA Integrationis 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 Plans
· PTO
· Flexible Work Environment and Encourage Work/Life Balance
· 401K with Company Match
· Observes all federal holidays
· Professional Development/Tuition Reimbursement Program
· Annual Career Development Process
Job Type:Full-time/Exempt
Location: Remote - Candidate must live within a 50-mile radius of a VA Facility
Anticipated Start Date: September 1st, 2024
Position is Contingent Upon Contract Award
Minimum Experience:
4 years of experience in a call center/contact center environment.
2 years of supervisory experience in a call center.
Position Responsibilities:
Understand the Workforce Management process and serve as a liaison between CSRs and the WFM team
Ensure CSRs comply with established business rules
Oversee Tier 1 telephony queues
Ensure sufficient CSRs are present at work to fill the assigned schedule
Identify training gaps and tools for CSRs
Reinforce standards and use progressive discipline when necessary
Ensure all CSRs adhere to assigned schedules and meet or exceed adherence and performance metrics
Review encounters requiring service recovery and take appropriate action
Administer leave and absence policies for CSRs
Maintain control over attendance, leave, and excused/unexcused absences
Monitor the phone line for requesting unscheduled time off
Enter all unscheduled leave requests into the WFM system for approval
Approve exception requests through messaging prior to the event
Document disruptive callers and interim information from law enforcement
Follow standard procedures for onboarding/offboarding personnel
Request new employee’s email addresses for appropriate security access
Responsible for other operational activities as identified
Additional Responsibilities:
Coach agents to improve performance
Interact with clients and other team members
Actively participate in improving the contact center's performance
Assist in balancing workload requirements
Respond positively to management requests for information or ideas
Reinforce training on matters regarding the contact center
Requirements
Position Requirements:
BA/BS degree required
Strong communication and interpersonal skills
Excellent organizational and time-management abilities
Ability to work well under pressure in a fast-paced environment
Proficiency in Microsoft Office Suite and contact center software
Knowledge of contact center operations and best practices
Ability to analyze data and generate reports
Customer-focused attitude
Must pass a NACI Tier 1 background investigation
Experience with service recovery processes is a plus
Physical Requirements:
Ability to sit for extended periods
Ability to use a computer and telephone
Ability to lift and move up to 25 pounds
Working Conditions:
Call center environment
Flexible work schedule, including evenings and weekends.
Occasional travel may be required.
Preferred Skills/Experience:
- Previous experience providing support to the Department of Veteran Affairs
KSA Integration is an equal opportunity employer.