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Business Services Manager

Company: Peckham
Location: Lansing
Posted on: July 12, 2019

Job Description:

Job Description:The Business Service 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, leading projects, 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. This position will be second shift with some flexibility however the normal hours are 1:30pm to 10pm.


  • The Call Center Manager will be responsible for supervising and managing the daily operations of the call center, ensuring that customer requirements and service level agreements and expectations are met.
  • This person is responsible for providing leadership and supervision to a team supporting team members Create and communicate daily operations strategy
  • Works with other call center leaders and support teams to coordinate daily work assignments, priorities and projects
  • Responsible for real time monitoring and management of all inbound and outbound calls, e-mails and other customer contacts to maximize results and efficiency.
  • Maintain strict compliance with mandated service levels tracking data on an active real time, daily, weekly, monthly and yearly basis
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems and assisting in the development of call center best practices and opportunities for improvement
  • Create and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance, summarizing data and trends
  • Report all issues pertaining to the contact systems' functionality to the Call Center Site Manager
  • Manage the hiring and professional development of staff, including recruitment, interviewing, training, coaching, goal setting, providing effective feedback and performance evaluations


    • Conduct meetings to ensure consistent feedback is given to staff and team members
    • Develop plans to meet short-term objectives
    • Assist in the development of call center best practices and opportunities for improvement
    • Assist in maintaining organization wide quality standards
    • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, benchmarking state of the art practices
    • Promote Peckham's vision, value, culture, and commitment to excellent customer services to all team members, staff, customers and stakeholders.
    • Maintain a safe and clean work environment.
    • Other duties as assigned.


      This position supervises contact center supervisors and team members.


      • Proficient in MS Office and call center equipment/software programs
      • Excellent customer service and communication skills
      • Outstanding organizational and leadership skills, with problem solving abilities
      • Bachelor's degree (B.A.) from four-year College or University, 8-10 years related experience and/or training, or an equivalent combination of education and experience.
      • Able to pass and maintain federal and state security background checks.
      • US Citizenship required due to security clearances.


        • Bilingual is a plus but not required


          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.


          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

          Worker Sub-Type:Staff MemberLocation:Lansing, MIBusiness Line:Business ServicesTime Type:Full timeScheduled Weekly Hours:40Second Shift (United States of America)

Keywords: Peckham, Lansing , Business Services Manager, Executive , Lansing, Michigan

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