Contact Center Supervisor

*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.**To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*Peckham Inc. - Contact Center SupervisorPOSITION SUMMARYThe 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.MAIN DUTIES AND RESPONSIBILITIESProvide departmental leadership in the Contact CenterCoach, monitor, and train team members to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goalsEnsure the meeting of service level requirementsSupervise department tasks and contact center activitiesMaintain accurate department recordsComplete and deliver timely employee performance appraisalsAssist in the design, development, and delivery of new employee trainingAssist in the development of employee schedulesOTHER DUTIES AND RESPONSIBILITIESMaintain a safe and clean work environmentPromote Peckham’s vision, values, and services to all customers and stakeholdersAssist in maintaining organization wide quality standardsOther related duties as assignedSUPERVISORY RESPONSIBILITIESThis position will supervise a team of Contact Center Customer Service RepresentativesMINIMUM QUALIFICATIONSThis 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 environmentHigh School diploma, G.E.D., or equivalent requiredOne to two years related experience and/or training;or an equivalent combination of education and experience.PHYSICAL DEMANDSReasonable 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 DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/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 NOTICEFederal 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:Email us at View email address on click.appcast.io us at (517) 316-4000Visit 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 SolutionsLocation:Battle Creek, MIWorker Sub-Type:Staff Member #J-18808-Ljbffr