Production Supervisor Contact Center

OREGON CORRECTIONS ENTERPRISES•Ontario, OR

7d•$28 - $43•Onsite

About The Position

Oregon Corrections Enterprises (OCE) is hiring a full-time Contact Center Production Supervisor at Snake River Correctional Institution (SRCI) in Ontario, Oregon. In partnership with the Department of Corrections, OCE provides adults in custody (AICs) with work and training opportunities intended to build marketable skills and support success after incarceration. The supervisor provides supervision, coordination, and training for AIC agents serving contractor businesses in the Contact Center, and supports and coordinates all Contact Center businesses at SRCI. The position helps develop and enforce production control standards and ensures that required administrative steps are completed for project coordination within the institution. It also involves reviewing existing methods and making approved modifications to identify program and project scope, training needs, resources, and necessary actions. The role is based in a correctional facility and requires professional conduct with AICs and correctional staff, compliance with institutional security policies, confidentiality, and consistent attention to safety requirements. Employees must pass required background screenings. The position requires willingness to travel in or out of state, including occasional overnight trips. Physical activities include bending, reaching, twisting, flexing, lifting and carrying loads up to 40 pounds without assistive devices, walking combined distances of up to 2–3 miles daily, and climbing stairs without assistive aids. Employer-provided personal protective equipment may be required. Applicants must submit an online application and a resume detailing work history and employment dates. A cover letter explaining why the applicant would be successful in the role is recommended. Applicants claiming veteran’s preference must attach a DD214. Employment is subject to passing an initial and annual Law Enforcement Data System (LEDS) criminal background check and a pre-employment drug screening. PREA restrictions prohibit hiring or promotion of people who have engaged in, or been adjudicated for, sexual abuse in covered institutional settings. OCE describes itself as an equal opportunity, affirmative action employer committed to fair employment practices, pay equity, and workforce diversity. The Oregon Department of Corrections also emphasizes an inclusive workplace that welcomes and values diversity.

Requirements

Two years of clerical and/or administrative experience, preferably in a correctional setting; alternatively, three years of customer service experience with general knowledge of procedures and regulations, computers, and software common to the telecommunications industry.
Pass an initial and annual Law Enforcement Data System (LEDS) criminal background check screening.
Pass a pre-employment drug screening as a condition of employment.
Working knowledge of Excel, database entry, and filing.
Ability to coach, correct, and provide feedback on AIC behavior and performance based on oral and written feedback.
Exceptional oral and written communication skills.
Customer service experience.
Knowledge of computers and software common to the telecommunications industry.
Experience with supervision.
Ability to multitask and strong time-management and interpersonal skills.
Willingness to travel in or out of state, including some overnight trips.
Ability to perform the described physical activities, including lifting and carrying up to 40 pounds, walking up to 2–3 miles daily, and climbing stairs without assistive aids.
Ability to work professionally in a secure prison environment, comply with institutional security policies and procedures, maintain confidentiality, and meet institutional safety requirements.
Maintain appropriate professional conduct when interacting with AICs and correctional staff.

Nice To Haves

Clerical and/or administrative experience in a correctional setting.
Cover letter describing why the applicant would be successful in the role is recommended.

Responsibilities

Supervise, coordinate, and train adults in custody (AICs) working as agents for contractor businesses within the Contact Center.
Provide support and coordination for all Contact Center businesses located at SRCI.
Help develop and enforce Contact Center production control standards.
Ensure correct administrative steps are taken for project coordination within the institution.
Review existing methods and make approved modifications to identify program and project scope, required training, needed resources, and necessary actions.
Coach AICs and provide corrections and feedback on behavior and performance.