What are the responsibilities and job description for the CSR Supervisor - Caregiver Support Program position at KSA Integration?
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.
This Position is Contingent upon Award
Position Overview: The Customer Service Supervisor will lead a team of Customer Service Representatives, ensuring service quality, SLA compliance, and continuous improvement.
Benefits
Location: Hybrid – Stafford, VA Office
Anticipated Start Date: March 2026
Position Responsibilities
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.
This Position is Contingent upon Award
Position Overview: The Customer Service Supervisor will lead a team of Customer Service Representatives, ensuring service quality, SLA compliance, and continuous improvement.
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
Location: Hybrid – Stafford, VA Office
Anticipated Start Date: March 2026
Position Responsibilities
- Supervise daily operations of the customer service team.
- Monitor performance metrics and implement corrective actions.
- Provide coaching, training, and support to team members.
- Handle escalated issues and ensure compliance with policies.
- Maintain accurate records and adhere to privacy/security protocols.
- Bachelor’s degree or equivalent experience.
- 5 years in customer service with 2 years in a supervisory role.
- Experience managing call center operations.
- Ability to pass Tier-1 background investigation.
- Experience with government contracts or healthcare programs.
- Knowledge of HIPAA and accessibility compliance.
- Strong leadership and team-building skills.