Customer Service Center Manager Position

1 month ago


Virginia Beach, Virginia, United States KSA Integration Full time
Program Management and Call Center Supervision Role

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.

Position Overview: The Deputy Program Manager will function under the supervision of the Program Manager to assist with the operation of the contact center and to serve as Acting Program Manager in the absence of the PM.

Key Responsibilities:

  • Function as the acting PM in the PM's absence.
  • Work closely with the Program Manager, ensuring the program is running on schedule.
  • Assist Program Manager as needed for operational tasks.
  • Ensure that Service Recover is completed in a timely manner.
  • Ensure that CSRs and Supervisors comply with established business rules.
  • Monitor queues throughout the shift and make adjustments to staff breaks and supervisor activities to meet key performance metrics.
  • Identify and coach new supervisors.
  • Identify operational problems or trends and escalate to the appropriate contact center operations section and/or leadership.
  • Reinforce standards and use progressive discipline when compliance continues to be an issue.
  • Ensure key performance metrics are met or exceeded.
  • Review encounters that may require program manager service recovery and make contact with the customer if service recovery is appropriate.
  • Maintain control over attendance, leave, and excused absence of employees.
  • Coordinate coverage of the phone line dedicated to staff for requesting unscheduled time off.
  • Ensure supervisors enter all unscheduled leave requests into the WFM system for approval by designated WFM section members and approve exception requests appropriately.
  • Follow a standard set of procedures for onboarding/offboarding personnel.
  • Actively participate in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
  • Responsible for other operational activities as identified.

Requirements:

  • BA/BS degree required
  • Minimum of 8 years of progressive management experience with Call Centers and Customer Service centers in supervisory roles.
  • Experience in call center supervision/management in healthcare or government service.
  • Strong leadership and coaching skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and manage multiple priorities
  • Proficiency in Microsoft Office Suite and WFM systems
  • Experience with service recovery processes is a plus
  • Must pass a NACI Tier 1 background investigation


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