Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
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.