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: We are seeking a highly motivated and experienced Program Manager to join our team. The ideal candidate will have a strong background in managing call centers and customer service centers, with a focus on ensuring compliance with established business rules and achieving key performance metrics. The Program Manager will be responsible for overseeing the Customer Service Representatives (CSRs) and Supervisors, ensuring that they are meeting performance goals and providing excellent customer service.

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: Remote - Candidate must live within a 50-mile radius of a VA Facility

Anticipated Start Date: February 2025

Position is Contingent Upon Contract Award

Position Responsibilities:

• 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.

• BA/BS degree required
• Minimum of 12 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

Preferred Skills/Experience:

• Previous experience providing support to the Department of Veterans Affairs

KSA Integration is an equal-opportunity employer.