Contact Center Supervisor

Peckham, Inc.•Battle Creek, MI

9d•Onsite

About The Position

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 with shifts assigned based on business need.

Requirements

Passing and maintaining federal and state security background checks
U.S. Citizenship required due to security clearances
Must have access to reliable transportation
Ability to multitask in a fast paced, stressful environment
High School diploma, G.E.D., or equivalent required
One to two years related experience and/or training; or an equivalent combination of education and experience

Responsibilities

Provide departmental leadership in the Contact Center
Coach, monitor, and train team members to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
Ensure the meeting of service level requirements
Supervise department tasks and contact center activities
Maintain accurate department records
Complete and deliver timely employee performance appraisals
Assist in the design, development, and delivery of new employee training
Assist in the development of employee schedules
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
Other related duties as assigned