Contact Center Manager

*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*

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 agents 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 Peckhams 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.
• Bachelors 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
• 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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