*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 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