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
POSITION SUMMARY
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 first shift ad does require individual to be on-site.
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
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities 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 NOTICE
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 (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
Email us at careers@peckham.org
Call us at (517) 316-4000
Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Grand Rapids, MI
Worker Sub-Type:
Staff Member
