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Peckham, Inc. Contact Center Supervisor in Lansing, Michigan

Job Description:

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

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 and could be assigned a day or evening schedule.

MAIN DUTIES AND RESPONSIBILITIES

  • Lead a team of 10+ agents and provide guidance to all Peckham policies and procedures

  • Supervise the service center representative team by helping with training and development, coaching, counseling, and performance management

  • Assist with discipline steps and corrective actions, when necessary

  • Run team meetings and deliver necessary updates to team

  • Coach failed calls and provide constructive feedback

  • Ensure Quality of calls is meeting standard requirements and complete extended monitors on quality

  • Stay up to date on the day-to-day operations. This includes checking the call in line, sending updates to other departments and teams, and walking the floor for overage.

  • 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 stake holders

  • 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 required

  • One year supervisory experience required

  • One year of call center experience required

PREFERRED QUALIFICATIONS

  • Bachelor’s degree (B.A.) from four-year college or university

Citizenship required due to security clearances.

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

  • 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:

Business Services

Location:

Lansing, MI

Worker Sub-Type:

Staff MemberClick here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/staffexternalcareer_site)

ABOUT PECKHAM

Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

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. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-VerifyParticipationPoster_ES.pdf) ​

For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html)

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Visit www.peckham.org to learn more.

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