Bilingual Contact Center Supervisor

Peckham, Inc. • Lansing, MI

3d • Onsite

About The Position

The Bilingual Contact Center Supervisor provides leadership and direction to a team of Contact Center Customer Service Representatives who handle inbound calls only. 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.

Requirements

• Passing and maintaining federal and state security background checks
• U.S. Citizenship required due to security clearances
• High School diploma, G.E.D., or equivalent
• 3-6 months supervisory or leadership experience

Nice To Haves

• Call center experience
• Current Peckham Employee

Responsibilities

• 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; Monitoring attendance and adherence to schedule, sending updates to other departments and teams, and provide insights and knowledge by walking the floor for support.
• Be comfortable with offering feedback in both direct and remote methods. (use of TEAMS)
• Track daily team attendance and discussion logs and upload information into Workday
• Take calls and assist customers on the phones, when needed
• 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

Benefits

• Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees