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Peckham Inc. - Contact Center Manager

POSITION SUMMARY

The Contact Center Manager provides leadership through training, analytical review and direction to the operations team and members of the Contact Center. This position is accountable for communicating operational standards, setting priorities, monitoring procedures, coaching, and evaluation of work performance as needed along with other duties. The Business Service Manager must foster an environment of continuous improvement while developing recommendations to improve performance in a way that creates an excellent customer and employee experience.

MAIN DUTIES AND RESPONSIBILITIES include the following:

• Responsible for real time monitoring of inbound contact calls to monitor agents/supervisory STAFF performance and maximizing result and agent’s productivity.  Also responsible for maintaining mandated service levels for inbound calls, including, but not limited to compliance
• Implement, manage and maintain daily operation of the inbound contact calls, and other systems as required
• Maintain strict compliance with mandated service levels on inbound contact calls by monitoring and tracking data on an active real time, daily, weekly, monthly and yearly basis by department or location platform for all dials placed each year by the contact systems.
• Create, maintain and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance of strategies and health of systems including, but not limited to workforce management tools
• Monitor key performance indicators in real time to access performance of associated systems including, but not limited to, workforce management tools
• Monitor all agents/supervisory staff logged into contact systems to assure staff logged into appropriate operations for each department group and to maximize utilization of agent productivity while logged into operations.
• Create and communicate daily operations strategy.
• Report all issues pertaining to the contact systems’ functionality to the Contact Center Site Manager

OTHER DUTIES AND RESPONSIBILITIES include the following:

• Conducts meetings to ensure consistent feedback is given to staff and team members.
• Complete and deliver timely employee performance appraisals and action plans
• Develops plans to meet short-term objectives
• Assist in the development of call center best practices and opportunities for improvement
• 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
• Miscellaneous related duties as assigned

SUPERVISORY RESPONSIBILITIES

This position supervises contact center supervisors and team members.

MINIMUM QUALIFICATIONS

• 3-4 years of experience leading within a call center
• Associates degree
• An equivalent blend of education and relevant experience will also be considered.
• Supervisory or management experience in a call center required.
• Passing and maintaining federal and state security background checks.
• US Citizenship required due to security clearances.

PREFERRED QUALIFICATIONS

• Bilingual is a plus but not required.
• Bachelor’s degree 
• Experience working with persons with disabilities. 

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 and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at [email protected]
• 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.

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