Contact Center Supervisor

1 month ago


Stafford, Virginia, United States KSA Integration Full time
Job Title: Contact Center Supervisor

KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: data analytics, comprehensive veterans support, and 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.

Job Summary:

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.

Key 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
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

KSA Integration is an equal opportunity employer.



  • Stafford, Virginia, United States KSA Integration Full time

    Job Title: Contact Center SupervisorKSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: data analytics, comprehensive veterans support, and business process improvement. We are a rapidly growing government contractor that has built a reputation on focused...


  • Stafford, Virginia, United States KSA Integration Full time

    Job Title: Call Center Program ManagerKSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: data analytics, comprehensive veterans support, and business process improvement. We are a rapidly growing government contractor that has built a reputation on...


  • Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryThe Hub Clinical Care Coordinator (Hub C3) is responsible for the management of organizational-wide patient placement activities for all admissions, transfers, and discharges. This position serves as the leader of the system Hub, serving as the primary liaison between all nursing units, service locations, support departments, and other healthcare...


  • Stafford, Virginia, United States Three Wire Systems Full time

    Job OverviewAs a Call Center Customer Care Representative, you will provide critical support to Marines and their families, resolving issues and concerns in a timely and professional manner.This is a full-time position located near Marine Corps Base Quantico, VA, and requires a strong understanding of Marine Corps culture and/or experience.Key...


  • Stafford, Virginia, United States KinderCare Education Full time

    Foster a love of learning in young minds as an Early Childhood Educator at KinderCare Education.As a Teacher at our Stafford, Virginia center, you will play a vital role in shaping the educational journey of our students.Our research-backed, accredited, and customizable programs are designed to meet the unique needs of each child, and we're looking for...


  • Stafford, Virginia, United States Three Wire Systems Full time

    Job Title: WWCC Customer Care RepresentativeJob Summary:We are seeking a highly skilled and compassionate WWCC Customer Care Representative to join our team at Three Wire Systems. As a key member of our care coordination program, you will provide expert support to those who serve others, ensuring they receive the best possible care and resources.Key...


  • Stafford, Virginia, United States KinderCare Education Full time

    Unlock Your Potential as a Teacher at KinderCare EducationAt KinderCare Learning Companies, we're dedicated to providing high-quality early childhood education and care to families across the country. As a Teacher at our Stafford center, you'll play a vital role in shaping the minds of young learners and helping them reach their full potential.What You'll...


  • Stafford, Virginia, United States Stafford County, VA Full time

    Job Summary:Stafford County, VA is seeking a skilled Communications Officer to join our team. As a key member of our Emergency Communications Center, you will be responsible for receiving and prioritizing non-emergency and E911 calls from the public. Your duties will include dispatching emergency personnel and public safety officials to emergency situations...


  • Stafford, Virginia, United States Eastern Sports Management Full time

    Job SummaryWe are seeking a qualified Before and After School Care Counselor to join our team at the Jeff Rouse Swim and Sports Center. As a Before and After School Care Counselor, you will be responsible for the supervision and safety of youth in our Before and After Care programs.Key ResponsibilitiesSupervise and ensure the safety of youth in Before and...


  • Stafford, Virginia, United States Kaiser Full time

    Job Summary:To provide comprehensive eye care services to patients, including examining patients with a full range of visual problems, diagnosing visual diseases, disorders, and deficiencies, and prescribing treatment as licensed and credited. To refer patients to other appropriate Kaiser Permanente providers as needed for further evaluation and...


  • Stafford, Virginia, United States KinderCare Education Full time

    Transforming Young MindsAt KinderCare Learning Companies, we're dedicated to providing a nurturing environment where children can grow and thrive. As a Teacher, you'll play a vital role in shaping the future of our young learners.Key Responsibilities:Implement our research-backed curriculum to meet the unique needs of each childCreate a safe and engaging...


  • Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryThe Level II Competent Registered Nurse is a key member of the healthcare team, responsible for providing total, comprehensive, and patient-centered care to an assigned group of patients. This role requires a high level of clinical expertise, as well as excellent communication and collaboration skills.Key ResponsibilitiesDirect and coordinate...


  • Stafford, Virginia, United States Kaiser Full time

    Job Summary:This position involves examining patients with a wide range of visual problems, diagnosing visual diseases, disorders, and deficiencies, and prescribing treatment as licensed and credentialed. The optometrist will also refer patients to other appropriate Kaiser Permanente providers as needed for further evaluation and treatment.Key...

  • Nurse Practitioner

    4 weeks ago


    Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job Summary:The Level II Competent Registered Nurse is a skilled healthcare professional responsible for providing total, comprehensive, continuous, and patient-centered care for an assigned group of patients. The nurse demonstrates the ability to collaborate with the healthcare team to improve the quality of care in the designated clinical area by...


  • Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryThe Level II Competent Registered Nurse is responsible for providing total, comprehensive, continuous, and patient-centered care for an assigned group of patients. This role requires the ability to collaborate with the healthcare team to improve the quality of care in the designated clinical area by incorporating research and implementing...


  • Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryThe Level II Competent Registered Nurse is a key member of our healthcare team, providing total, comprehensive, and patient-centered care to assigned patients. This role requires a strong clinical ability to care for patients, as well as the ability to collaborate with the healthcare team to improve the quality of care in the designated clinical...


  • Stafford, Virginia, United States Kaiser Full time

    Job Summary:To provide comprehensive eye care services to patients, including examinations, diagnoses, and treatment plans. Collaborate with other healthcare professionals to ensure seamless patient care.Key Responsibilities:Conduct thorough eye exams to diagnose visual diseases, disorders, and deficiencies.Prescribe and fit contact lenses, as well as...

  • Nurse Practitioner

    4 weeks ago


    Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryWe are seeking a skilled Registered Nurse to join our team at Mary Washington Healthcare. As a Level II Competent Registered Nurse, you will be responsible for providing total, comprehensive, continuous, and patient-centered care for an assigned group of patients.Key ResponsibilitiesDirect and coordinate nursing care, including oversight of...

  • Nurse Practitioner

    2 weeks ago


    Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryWe are seeking a highly skilled Registered Nurse to join our team at Mary Washington Healthcare. As a Level II Competent Registered Nurse, you will be responsible for providing total, comprehensive, continuous, and patient-centered care for an assigned group of patients.Key ResponsibilitiesDirect and coordinate nursing care, including oversight of...

  • Nurse Practitioner

    4 weeks ago


    Stafford, Virginia, United States Mary Washington Healthcare Full time

    Job SummaryWe are seeking a highly skilled and dedicated Registered Nurse to join our team at Mary Washington Healthcare. As a Level II Competent Registered Nurse, you will be responsible for providing total, comprehensive, continuous, and patient-centered care for an assigned group of patients.Key ResponsibilitiesDirect and coordinate nursing care,...