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Contact Center Supervisor
PHOENIX AZ 85067
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-88398247

Company Profile

Peckham, Inc.

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Summary

  Job posted:   Tue Apr 17, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Contact Center Supervisor
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Job Description:**
*******Staff jobs are NOTa part of Peckham's vocational rehabilitation efforts. These positions are supportive roles. Therefore, applicants do not need to have a barrier to employment to be eligible for these roles.*** ** **
**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.
**CORE DUTIES AND RESPONSIBILITIES include the following: **
* 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 include the following: **
* 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
**SHIFT**
This position may require the employee on occasion to work shifts when not normally scheduled, including weekends.
**SUPERVISORY RESPONSIBILITIES **
This position supervises 10+ people with disabilities and/or other barriers to employment.
**QUALIFICATIONS**
* Ability to build relationships with internal partners and stakeholders
* Ability to train others and adapt to their style/needs
* Ability to assess individuals' work using a performance evaluation tool
* Ability to maintain confidentiality
* Ability to motivate team members to complete assignments
COMPETENCIES
* Ability to maintain complete confidentiality
* Ability to give constructive feedback and correction
* Great decision making capabilities
* Experience developing a successful team
* Effective communication skills
* Problem solving capabilities
* Strong emphasis on quality
* Ability to focus on gaining and maintaining results
* Time management skills required
* Ability to train others
**EDUCATION and/or EXPERIENCE **
* 1-2 years' experience in a call center environment
* 6 months - 1 year experience in a supervisor or team lead capacity
* High School Diploma required
**TECHNOLOGY**
* Familiarity or ability to learn Microsoft Outlook, Word, and Excel
* Ability to learn various computer systems, including Workday, OnTime, Uptivity, and Avaya Call Management System (CMS)
**LANGUAGE SKILLS **
Ability to speak and write English in supervisory-level communications and procedures in clear detail.
**CERTIFICATES, LICENSES, REGISTRATIONS AND COMMENTS**
Individual must be able to obtain National Security Clearance, pass criminal background checks and pass and maintain any security or criminal clearances as required.
**WORK ENVIRONMENT**
The work environment is within a L.E.E.D. certified building, providing outside light to most areas. It is a call center environment, with many cubicles in the main area, up to date furniture, and beautiful art throughout the facility. The noise level can increase during high call volume times, but will be such as a typical call center environment.
**PHYSICAL REQUIREMENTS**
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
**COMMENTS**
This position requires passing and maintaining federal and state security background checks. Must have access to reliable transportation. **U.S. Citizenship required due to security clearances.**
* Posted Today
* Full time
* R0001769
*Worker Sub-Type:* Staff Member
*Location:* Phoenix, AZ
*Business Line:* Business Services Supervisors
*Time Type:* Full time
*Scheduled Weekly Hours:* 40

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