*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. - Assistant Vice President of Contract Center Operations

SUMMARY

Peckham is a mission-driven award-winning social enterprise where we strive to provide world-class vocational rehabilitation to persons with disabilities and/or barriers to employment while also providing excellent customer service to a diverse range of customers. One of Peckhams core values is People matter to us A WHOLE LOT demonstrating our commitment to our people and the communities we serve. We strive to be people-centered in all we do.

The Assistant Vice President (AVP) of Contract Center Operations is responsible for overall operational direction and leadership of one of Peckhams largest multi-layered federal customer service contact centers. This role is client-facing and requires the ability to have a direct positive relationship with the customer while also providing day-to-day operational direction for the contract. This position is responsible for 1000 direct and indirect employees. The successful candidate will have experience across all phases of federal call center contracting including participation in the negotiation of new contracts and contract changes and managing the day-to-day ensuring all client service level agreements standards personnel and cost targets are met.

MAIN DUTIES AND RESPONSIBILITIES include the following:

• Provide oversight to ensure the consistent execution of contact center operational best practices across customer service workforce management service delivery quality and training to drive operational efficiency service excellence and strong customer and mission outcomes.

• Partner with Human Services and internal leaders to champion inclusive employment practices align contact center operations with vocational rehabilitation and support accommodations and career development for persons with disabilities in service of Peckhams mission.

• Lead develop and engage a team of contact center directors managers supervisors and agents across both co-located and remote environments fostering a culture of trust accountability and collaboration.

• Lead and collaborate with key individuals to develop proposals maintain contract compliance business plan and specifications operating budgets and financial terms/conditions of contracts.

• Lead the development and oversight of operating budgets for contract operations ensuring effective resource allocation financial performance and alignment with organizational and contractual objectives.

• Provide strategic oversight of workforce management including forecasting staffing models and capacity planning to ensure appropriate staffing levels budget alignment and efficient service delivery.

• Manage program execution to ensure adherence to budget schedule and scope.

• Prepare project status reports and recommendations for process improvement by collecting analyzing and summarizing information and trends.

• Maintain a high level of quality leveraging the technology the Quality Assurance and t raining teams to understand and incorporate continuous improvement learnings.

• Provide oversight for the identification documentation and communication of new and evolving customer requirements and expectations.

• Identify training needs and collaborate with the appropriate teams to ensure needs are met.

OTHER DUTIES AND RESPONSIBILITIES

• Serve as an active business and civic leader within the metropolitan area.

• Promote Peckhams vision values and services to all team members staff customers and stakeholders.

• Assist in maintaining organization wide quality standards.

• Maintain a safe and clean work environment.

• Comply with all policies and standards

• As required by some customer contracts Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.

• Regular and predictable attendance are required of this position to support the team and needs of the operations.

• Other duties as requested and/or assigned.

PEOPLE LEADERSHIP RESPONSIBILITES

• This position does have direct supervisory responsibility of about 5-10 direct reports and indirect oversight of over 1000 employees at multiple locations across Michigan and Arizona.

• Develop a unified team that reflects Peckhams culture and values and fosters an environment of inclusion and belonging.

• Provide feedback mentorship and coaching.

MINIMUM QUALIFICATIONS

• Bachelors degree from an accredited four-year college or university.

• Strong supervisory/people leadership and interpersonal skills.

• 5 years of experience in leading inbound call centers and/or commensurate experience leading large teams in a call center environment.

• Must have strong customer service experience preferably through a call center.

• Must have computer skills and comfortable accessing on-line resources.

• This role supports federal customers and requires the ability to obtain and maintain a security clearance - Moderate Risk Public Trust (MRPT) determination.

PREFERRED QUALIFICATIONS

• Masters degree preferred.

• Human service experience working with persons with disabilities.

TRAVEL

• Frequent travel to Peckham locations is required up to 25% of the time to support operational needs and teams working across Michigan and Arizona work sites.

• Travel is also required to meet with the contract customers.

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
• Call us at
• 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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