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Description
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 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: Shepherdstown, WV Salt Lake City, UT or Hybrid
Anticipated Start Date: August 1st, 2024
Position is Contingent Upon Contract Award
Minimum Experience:
Position Responsibilities:
Additional Responsibilities:
Requirements
Position Requirements:
Physical Requirements:
Working Conditions:
Preferred Skills/Experience:
KSA Integration is an equal opportunity employer.
Full Time
Business Services
$63k-86k (estimate)
04/28/2024
06/27/2024
ksaintegration.com
STAFFORD, VA
25 - 50
2010
KEITH STALDER
<$5M
Business Services
KSA is a service-disabled, veteran-owned small business based in Arlington, VA. Our mission is to provide business solutions to resolve your most difficult organizational problems. Our unique system for understanding organizational challenges allows us to identify root causes and then implement innovative, enduring solutions. We are serious, thoroughly expert and accomplished practitioners of organizational leadership and process transformation. We use our experience to help organizations build for the future while dealing with the troubles of today. As a result, our clients become brilliant a...t business basics through visionary, progressive and sustained improvements. KSA is focused on your specific problems and needs. We work with you to understand your challenges and create unique solutions that solve root cause issues. Once we fix them, they stay fixed. Learn more about us at www.ksaintegration.com and subscribe to our Leadership Blog here: http://eepurl.com/cCd3VD
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The job skills required for Contact Center Supervisor include Call Center, Customer Service, Microsoft Office, Time Management, Workforce Management, CSR, etc. Having related job skills and expertise will give you an advantage when applying to be a Contact Center Supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Contact Center Supervisor. Select any job title you are interested in and start to search job requirements.
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Quotes from people on Contact Center Supervisor job description and responsibilities
The Call Center Supervisor provides supervision and training to the call center staff.
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The supervisor handles customers with unusual requests or customers who are unhappy with products, services or the efforts of the agent.
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A Call Center Supervisor organizes and directs the call center staff, assesses their performance and provides feedback as needed.
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A contact center supervisor oversees the day to day performance of contact center representatives .
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Ensure agents understand and comply with all call center objectives, performance standards, and policies.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Contact Center Supervisor jobs
Supervisors must define goals, communicate objectives and monitor team performance.
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Be a social leader to foster optimism and promote culture change.
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Ensure Proper Scheduling For Effective Call Center Management.
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Like agents, call center managers require specialized training to meet the unique demands of the job.
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Proficient call center supervisors have certain qualities that help them carry out the above discussed responsibilities with ease.
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