Production Supervisor Contact Center

Oregon Corrections Enterprises; Ontario (OR); On-site; USD 65,000 - 82,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

PERS retirement

11 holidays

Job summary

Oregon Corrections Enterprises (OCE) at SRCI in Ontario, Oregon, is seeking a Contact Center Production Supervisor to lead AIC agents and manage multiple contractor programs within the SRCI Contact Center.

The role emphasizes coordinating production standards, training, and administrative steps while ensuring security compliance and stakeholder coordination. A strong background in supervision, customer service, and corrections-related operations is preferred.

Qualifications

• Two years of clerical and/or administrative experience, preferably in a correctional setting.
• Three years of 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.
• Willingness to travel, including overnight trips.

Responsibilities

• Supervise, coordinate, and train AIC agents for various contractor businesses within the SRCI Contact Center.
• Develop and enforce production control standards for the Contact Center and ensure correct administrative steps for project coordination.
• Identify scope and diversity of programs/projects, training required, and resources needed.
• Coordinate across departments to ensure efficient contact center operations and compliance with security policies.

Skills

Excel

Data entry

Filing

Coaching

Communication

Customer service

Supervision

Computers

Security knowledge

Travel

Tools

Telecommunications software

Databases

Job description

Why Choose OCE?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.Description: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 (adults in custody) 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 AICsSecurity, law enforcement and/or correctional experienceExceptional oral and written communication skillsCustomer Service ExperienceKnowledge of computers and software common to telecommunications industryExperience with supervisionAbility to multi-task, strong time management/interpersonal skillsWorking 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.Minimum Qualifications:Two (2) years of Clerical and/or Administrative experience - preferably in a correctional settingORThree (3) years customer service experience with general knowledge of procedures and regulations, computers, and software common to telecommunications industryANDPass an initial and annual Law Enforcement Data System (LEDS) criminal background check screening.Pass pre-employment drug screening as a condition of employment.How to Apply:Submit the online application and the following:Resume detailing your work history, be sure to list start and end dates for positions held (Required)Cover Letter describing why you would be successful fulfilling the duties and responsibilities of this position (Recommended)Copy of DD214 if claiming veteran’s preference. Please note this form must be attached if you wish to claim preference.Additional Information: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.aspxEqual 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.