Contact Center Traffic and Scheduling Analyst, Sr. jobs in West Virginia

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:

• 4 years of experience in a contact center environment
• 1 year of supervisory experience

Position 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

Additional Responsibilities:

• Coach agents to improve performance
• Interact with clients and other team members
• Actively participate in improving the contact center's performance
• Assist in balancing workload requirements
• Respond positively to management requests for information or ideas
• Reinforce training on matters regarding the contact center

Requirements

Position Requirements:

• 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

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.

Preferred Skills/Experience:

• Previous experience providing support to the Department of Veteran Affairs 

KSA Integration is an equal opportunity employer.