Call Center Director

*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.*
Peckham Inc. - Director of Contact Center Solutions
POSITION SUMMARY
This position provides overall operational direction and leadership for a Customer Service Call Center operation. The Director of Contact Center Solutions is expected to maintain a direct, positive relationship with the customer, and provide operational direction for their contracts. Responsible for leading the program staff and serving as a liaison across the business, providing support and technical expertise to the program. Monitor contract requirements to assure deadlines, standards, personnel, and cost targets are met. Directs all phases of assigned Call Center contracts, including special programs/projects from inception through completion. Participates in the negotiation of contracts and contract changes. Provides daily operational support to assigned contracts.
MAIN DUTIES AND RESPONSIBILITIES include the following:

• Responsible for maintaining contract compliance.
• Partners with Human Services to support strategies the align to the Peckham mission.
• Ensure customer requirements and expectations are documented and managed.
• Ensure that the customer's service level goals have been met.
• Allocate and schedule resources to ensure efficient and effective coverage. Supervise and manage key personnel.
• Direct or coordinate activities of all program personnel.
• Responsible for planning and scheduling program goals, milestones and deliverables.
• Manage and ensure quality control for all services and deliverables.
• 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.
• Assign duties, responsibilities, and spans of authority to project personnel. Identifies and solves project issues effectively.
• Coordinate recruitment or selection of personnel. Assist to develop and manage annual budgets.
• Develop implementation plans that include analyses such as cost-benefit.
• Promotes Peckham's vision, values, and services to all customers and stakeholders. Assists in maintaining organization wide quality standards.
• Maintains a safe and clean work environment.
• Assists in the training of people with disabilities, as needed.
• Other duties as requested and/or assigned

OTHER DUTIES AND RESPONSIBILITIES include the following:

• Coordinate the preparation of contact center proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contracts.
• Act as one of the primary customer contacts for contact center activities, leading program review sessions with customers to discuss cost, schedule, and technical performance.
• Establish design concepts, criteria and engineering planning for the contact center; including integration with other business units within Peckham.
• Establish milestones and monitor adherence to master plans and schedules under direction of the Senior Director of Business Services.
• Identify problems and obtains solutions, such as allocation of resources or changing of contractual specifications when necessary.
• Direct the work of assigned workers in the contact center for assigned contracts.
• Work closely with the Management team to keep them informed of contact center work status.
• Report work loads, problems and supply levels to Senior Director of Business Services.
• Must be cooperative, courteous, and tactful in dealing with all personnel.
• Develop and maintain quality assurance program - Daily
• Assist with making arrangements for accommodations - As needed
• Assist with preparing and reviewing of training curriculum - Weekly
• Provide employee evaluations and ongoing feedback - As needed

SUPERVISORY RESPONSIBILITIES

• This job has significant supervisory responsibilities. Oversight includes a range of 3-7 operations managers, 5-15 supervisors and over 200 contact center agents on site.
• Develop a unified team that reflects Peckham's culture and values.
• Provide mentorship and coaching.

MINIMUM QUALFICATIONS

• Bachelor's degree (B. A.) from a four-year college or university required
• 3-5 years related experience and/or training;
  • Or equivalent combination of education and experience
• Experience leading strategic efforts that support both corporate objectives as well as provide a sound, sustainable and thriving service operations program.
• Extensive experience with leading and supervising teams
• This position requires passing and maintaining federal and state security background checks. U.S. Citizenship required due to security clearances.
• Computer skills and comfortable accessing on-line resources.

PREFFERRED QUALIFICATIONS

• Human service experience working with persons with disabilities.

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 careers@peckham.org
• Call us at (517) 316-4000
• 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.
Business Line:
Contact Center Solutions
Location:
Phoenix, AZ
Worker Sub-Type:
Staff Member