Contact Center Supervisor

4 days ago

Battle Creek, United States Peckham Full time

*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*_

Peckham Inc. - Contact Center Supervisor

The Contact Center Supervisor provides leadership and direction to a team of Contact Center Customer Service Representatives. The responsibilities include coaching, monitoring, training, record keeping, performance appraisals, and other supervisory departmental duties. This position will require flexibility in scheduling with shifts assigned based on business need.

This position will be a morning shift and does require one to be onsite. The daytime hours will very between 8am - 6pm.

MAIN DUTIES AND RESPONSIBILITIES
- Provide departmental leadership in the Contact Center
- Coach, monitor, and train team members to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
- Ensure the meeting of service level requirements
- Supervise department tasks and contact center activities
- Maintain accurate department records
- Complete and deliver timely employee performance appraisals
- Assist in the design, development, and delivery of new employee training
- Assist in the development of employee schedules

OTHER DUTIES AND RESPONSIBILITIES
- Maintain a safe and clean work environment
- Promote Peckham’s vision, values, and services to all customers and stakeholders
- Assist in maintaining organization wide quality standards
- Other related duties as assigned

SUPERVISORY RESPONSIBILITIES

This position will supervise a team of Contact Center Customer Service Representatives

MINIMUM QUALIFICATIONS
- This position requires passing and maintaining federal and state security background checks.
- U.S. Citizenship required due to security clearances.
- Must have access to reliable transportation.
- Ability to multitask in a fast paced, stressful environment
- High School diploma, G.E.D., or equivalent required
- One to two years related experience and/or training;
- or an equivalent combination of education and experience.

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
- Call us at (517) 316-4000
- Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Business Line:
Contact Center Solutions

**Location**:
Battle Creek, MI

Worker Sub-Type:
Staff Member

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