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. - Bilingual Contact Center Supervisor

SUMMARY

The Bilingual Contact Center Supervisor provides leadership and direction to a team of Contact Center Customer Service Representatives who handle inbound calls only. 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; Monitoring attendance and adherence to schedule, sending updates to other departments and teams, and provide insights and knowledge by walking the floor for support.

• Be comfortable with offering feedback in both direct and remote methods. (use of TEAMS)

• 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

• 3-6 months supervisory or leadership experience

PREFERRED QUALIFICATIONS

• Call center experience

• Current Peckham Employee

COMPETENCIES

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.

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