Bilingual Contact Center Supervisor

3 days ago

Phoenix, Arizona, United States Peckham Full time
Job Summary

The Bilingual Contact Center Supervisor is a leadership role that oversees a team of customer service representatives. The successful candidate will provide guidance, coaching, and training to ensure excellent customer service and team performance.

Main Responsibilities
  • Lead a team of customer service representatives and provide guidance on Peckham policies and procedures.
  • Supervise the service center representative team, including training, development, coaching, counseling, and performance management.
  • Assist with discipline steps and corrective actions when necessary.
  • Run team meetings and deliver updates to the team.
  • Coach failed calls and provide constructive feedback.
  • Ensure quality of calls meets standard requirements and complete extended monitors on quality.
  • Stay up-to-date on day-to-day operations, including monitoring attendance and adherence to schedule, sending updates to other departments and teams, and providing insights and knowledge by walking the floor for support.
  • Be comfortable with offering feedback in both direct and remote methods.
  • Track daily team attendance and discussion logs and upload information into Workday.
  • Take calls and assist customers on the phones when needed.
Other Duties and Responsibilities
  • Build and maintain relationships with internal partners and stakeholders.
  • Direct and assign work as appropriate.
  • Train, coach, and adapt to the needs of the team.
  • 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.
  • Attend meetings as needed.
  • Miscellaneous related duties as assigned.
Supervisory Responsibilities

This position supervises 10+ people with disabilities and/or other barriers to employment.

Minimum Qualifications
  • Passing and maintaining federal and state security background checks.
  • U.S. Citizenship required due to security clearances.
  • High School diploma, G.E.D., or equivalent.
  • 3-6 months supervisory or leadership experience.
Preferred Qualifications
  • Call center experience.
  • Current Peckham Employee.
Competencies

Analytical Thinking, Building Strong Relationships, Communication, Constructive Feedback and Giving Correction, Developing a Successful Team, Initiative-Self Motivation, Training, Mentoring, and Coaching, Trustworthy, Use of Technology.

Physical Demands

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

Equal Opportunity Employer

Peckham is an equal opportunity employer and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation for Applying

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application, please click HERE to find an agency in your area that can assist you, or click HERE to locate a center near you, or email us at careers@peckham.org, or call us at (517) 316-4000, or visit us at 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm).

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