*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.*
*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*
At Peckham, people matter. A whole lot. Working at Peckham means you’ll find a safe space to grow, the freedom to take risks and an opportunity to succeed. When you choose Peckham, you choose more than a job—you join a mission-driven community that values connection, inclusion and personal growth. Our supportive and flexible environment offers holistic and rewarding work experiences tailored to your needs and emphasizing your wellbeing. Integrated into every role is the opportunity to support Peckham’s mission, make a lasting impact on people, and uplift our community.
A Brief Overview
The AVP, Shared Services leads the Contact Center Excellence organization and is responsible for building a scalable model that can be implemented across all Contact Center Solutions (CCS) contracts. The role oversees workforce management, reporting and analytics, quality assurance, customer experience, training, knowledge management, leadership development, and continuous improvement to strengthen contractual performance, operational efficiency, employee readiness, and customer satisfaction.
What you will do
Establish the shared-services operating model, governance, standards, and expansion roadmap; align priorities with CCS strategy, customer requirements, and contractual obligations.
Lead performance reviews and accountability routines covering service levels, quality, workforce effectiveness, customer experience, and improvement results.
Manage departmental budget, resource investments, and expenditures; mitigate operational, workforce, compliance, and service delivery risks to support business continuity.
Workforce Management & Resource Planning
Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time workforce management to meet customer demand and contractual service levels.
Partner with operations leaders to address staffing risks and improve forecast accuracy, schedule efficiency, workforce utilization, and productivity; develop scalable staffing models across contracts.
Operational Intelligence, Reporting & Business Insights
Oversee accurate, timely reporting, executive dashboards, scorecards, and measurement standards for leadership, operations, customers, and contract stakeholders.
Translate workforce, quality, customer experience, productivity, and business trends into actionable recommendations that guide planning, accountability, and executive decisions.
Customer Experience, Quality & Performance Excellence
Lead quality assurance, monitoring, calibration, and customer experience programs that promote compliance, consistency, customer satisfaction, and first-contact resolution.
Use quality findings, customer feedback, and performance trends to identify improvements and partner with operations leaders on accountability for results.
Oversee training, onboarding, learning programs, and knowledge management; maintain accurate, accessible knowledge resources, standardized procedures, and documentation.
Measure training effectiveness through employee readiness and performance outcomes; prepare teams for operational changes, new programs, and evolving customer requirements.
Continuous Improvement & Process Excellence
Lead cross-functional improvement initiatives using Lean, Six Sigma, COPC, or similar methods, operational data, and root-cause analysis to improve efficiency, quality, workforce effectiveness, customer experience, and costs.
Prioritize improvement investments and measure and communicate sustainable business results, efficiencies, and organizational impact.
Recruit, coach, develop, and retain managers and professionals; establish clear expectations,…