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Customer Service Center Lead

2 months ago

Stafford, Virginia, United States KSA Integration Full time
Job Overview

KSA Integration is a distinguished Service-Disabled Veteran-Owned Small Business (SDVOSB) that specializes in delivering business and management solutions through three primary capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process enhancement. We pride ourselves on our rapid growth as a government contractor, recognized for our commitment to exceptional customer service, timely execution, and ongoing improvement. Our dedication to fostering a positive workplace culture has earned us accolades such as the Inc. Best Workplaces and multiple placements on the Military Times Best for Vets List.

Position Summary: The Customer Service Center Lead is tasked with managing the daily functions of the Customer Service Representatives (CSRs) within the service center. This role involves ensuring compliance with established schedules, adherence to processes, and the achievement of performance metrics. The Lead will act as a key communication link between the CSRs and the Workforce Management team, addressing schedule modifications and exceptions. Furthermore, this position is responsible for mentoring and training CSRs to enhance their performance and improve customer satisfaction.

Employee Benefits:

  • Comprehensive Medical, Dental, and Vision coverage (with a significant portion of premiums covered for employees and dependents)
  • Health Savings Account (HSA) and Flexible Spending Account (FSA) options
  • Paid Time Off (PTO)
  • Flexible Work Environment promoting Work/Life Balance
  • 401K Plan with Company Matching
  • Observance of all federal holidays
  • Professional Development and Tuition Reimbursement Programs
  • Annual Career Development Reviews

Job Type: Full-time/Exempt

Key Responsibilities:

  • Facilitate communication between CSRs and the Workforce Management team
  • Ensure compliance with established business protocols by CSRs
  • Oversee Tier 1 telephony operations
  • Manage staffing levels to meet scheduled requirements
  • Identify training needs and resources for CSRs
  • Enforce standards and implement progressive discipline as necessary
  • Monitor adherence to schedules and performance metrics
  • Address service recovery situations effectively
  • Administer leave and attendance policies for CSRs
  • Document and manage attendance records
  • Handle unscheduled leave requests and approvals
  • Support onboarding and offboarding processes

Additional Duties:

  • Provide coaching to enhance agent performance
  • Engage with clients and team members to foster collaboration
  • Contribute to the continuous improvement of the service center's performance
  • Assist in managing workload distribution
  • Respond constructively to management inquiries
  • Reinforce training initiatives related to service center operations

Qualifications:

  • Bachelor's degree required
  • Strong communication and interpersonal skills
  • Excellent organizational and time-management capabilities
  • Ability to thrive in a fast-paced environment
  • Proficiency in Microsoft Office Suite and contact center software
  • Understanding of contact center operations and best practices
  • Analytical skills for data interpretation and reporting
  • Customer-centric mindset
  • Successful completion of a background investigation required
  • Experience with service recovery processes is advantageous

Physical and Working Conditions:

  • Ability to remain seated for extended periods
  • Capability to utilize a computer and telephone
  • Ability to lift and move items up to 25 pounds
  • Flexible working hours, including evenings and weekends
  • Occasional travel may be necessary

Preferred Experience:

  • Prior experience supporting the Department of Veteran Affairs is a plus

KSA Integration is an equal opportunity employer.