Production Supervisor Contact Center

Paycom; Ontario (OR); On-site; USD 38,000 - 59,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

PERS retirement

11 paid holidays

Job summary

Oregon Corrections Enterprises (OCE) at SRCI in Ontario, Oregon, is seeking a Contact Center Production Supervisor. You will supervise AIC agents, coordinate training across contractor businesses, and enforce production standards within the Center.

The role requires experience in supervision, strong communication, and a background in security/corrections, with pay range of $27.71–$42.89 hourly, plus benefits including health and retirement through PERS.

Qualifications

• Two years clerical/administrative experience; correctional setting preferred.
• Three years customer service with knowledge of procedures, computers, and telecom software.
• Pass LEDS criminal background check screening.
• Pass pre-employment drug screening.

Skills

Excel

Database entry

Filing

Coaching feedback

Security experience

Communication skills

Customer service

Telecom software

Supervision

Time management

Job description

Contact Center Production Supervisor – SRCI – Ontario, Oregon

Job Details: Salary Range: $27.71 - $42.89Hourly.

OCE is focused on providing Adults in Custody (AICs) an opportunity to gain valuable and marketable work skills and on the job training to help these individuals increase their chances of success after incarceration. Our Mission, in partnership with the Department of Corrections, is to promote public safety by providing adults in custody with work and training opportunities in a self-sustaining organization.

Oregon Corrections Enterprises (OCE), has a full time opening for a Contact Center Production Supervisor working at the Snake River Correctional Institution (SRCI) in Ontario, Oregon. As a collaborative team member, you will provide supervision, coordination, and training of AIC agents for various contractor businesses within the Contact Center. The successful candidate in this position will provide support and coordination of all Contact Center businesses located at SRCI. This position helps to develop and enforce production control standards for the Contact Center, as well as ensures that correct administrative steps are taken for project coordination within the institution. The ideal candidate will help to identify the scope and diversity of programs/projects, training required, resources needed, required actions necessary, by reviewing existing methods and making approved modifications.

This position offers a competitive compensation package including employer paid health, vision, dental, paid time off, and retirement through the Oregon Public Employees Retirement System (PERS), and 11 paid holidays per year.

Desired Knowledge and Skills

• Working knowledge of Excel, database entry, and filing.
• Ability to coach, correct, provide feedback on behavior and performance based on oral and written feedback to AICs
• Security, law enforcement and/or correctional experience
• Exceptional oral and written communication skills
• Customer Service Experience
• Knowledge of computers and software common to telecommunications industry
• Experience with supervision
• Ability to multi-task, strong time management/interpersonal skills

Working Conditions

• Requires the willingness to travel in or out of state, including some overnight trips.
• Job entails physical activities of bending, reaching, twisting, flexing, lifting, and carrying loads up to 40 lbs without assistive devices.
• Ability to walk combined distances of up to 2-3 miles daily and climb stairs without assistive aids.
• May be required to use employer provided personal protective equipment (PPE)

Security & Work Environment

• This position is located within a correctional facility. Employees must be able to work professionally in a secure prison environment, comply with all institutional security policies and procedures, and pass required background screenings.
• Employees must maintain appropriate professional conduct when interacting with adults in custody (AICs) and correctional staff.
• The ability to follow security protocols, maintain confidentiality, and consistently meet institutional safety requirements is essential to this position.

Qualifications

• Two (2) years of Clerical and/or Administrative experience - preferably in a correctional setting
• Three (3) years customer service experience with general knowledge of procedures and regulations, computers, and software common to telecommunications industry
• Pass an initial and annual Law Enforcement Data System (LEDS) criminal background check screening.
• Pass pre-employment drug screening as a condition of employment.

Benefits

• Employer paid health
• Employer paid vision
• Employer paid dental
• Paid time off
• Retirement through the Oregon Public Employees Retirement System (PERS)
• 11 paid holidays per year

Prison Rape Elimination Act (PREA)

PREA prohibits OCE from hiring, or promoting anyone who has engaged in, been convicted of, or been civilly or administratively adjudicated for engaging in sexual abuse in Institution settings. These include a jail, prison, or other correctional facility (including juvenile corrections) AND any institution or facility where people are residing for the purpose of receiving care or treatment (e.g., adjudicated delinquent, neglected, placed in State custody, mentally ill or disabled, chronically ill, or physically disabled, etc.). These include skilled nursing care, intermediate or long-term care, or custodial or residential care (e.g., group home, rehabilitation, assisted living/nursing home, hospice, etc.).

For more information regarding PREA please visit: https://www.oregon.gov/doc/prison-rape-elimination-act/Pages/home.aspx

Equal Employment Opportunity

Oregon Corrections Enterprises is committed to fair employment practices and non-discrimination, including pay equity for all employees. We do not discriminate on the basis of protected class (race, sex, veteran status, disability, age, color, religion, national origin, marital status, sexual orientation) in the payment of wages or screen applicants on the basis of their current or past compensation. We determine salary by completing a review of your application materials to evaluate your related education, experience, and training for this position. OCE is an equal opportunity, affirmative action employer committed to work force diversity.

Diversity, Equity, and Inclusion

The Oregon Department of Corrections strives to create an inclusive environment that welcomes and values the diversity of the people we serve. We foster fairness, equity, and inclusion to create a workplace environment where everyone is treated with respect and dignity.

Studies have shown that women and people of color are less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We encourage you to apply, even if you don't meet every one of our qualifications listed. If you are unsure whether you meet the qualifications of this position, feel free to contact us to discuss your application.