Supervisor - Whole Blood Contact Center
About The Position
Supervise the performance of Contact Center staff and directly oversee calling shifts to ensure achievement of production goals and metrics. Assist in the development, implementation, and evaluation of calling and service strategies. Oversee and monitor agents within Contact Centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for productivity and quality. This position is responsible for working closely with other departments, including Collections/Marketing/Inventory to ensure recruitment goals are achieved and exceeded. Supervision Exercised: This position supervises staff. Supervision of Positions: Under general supervision of assigned managerial staff. Supervision of assigned agents including, but not limited to, interviewing/hiring, training, coaching, evaluating, and disciplining to ensure a well-qualified team and to enhance operational success. Ensures adequate staffing to meet call center objectives. Projects staffing needs and develop strategies to ensure call hours objectives are met. Initiates defined contingency actions during the call period as required to maximize production. Responsible for monitoring individual agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents. Utilize third-party reviews to provide coaching. Identify and schedule training for agents according to identified needs. Utilize systems, reports, and resources productively to achieve objectives cost-effectively. Implement programs for leading and motivating agent to achieve recruitment organizational objectives and minimize turnover. Identifies operational problems, immediately corrects the problems, and works to prevent future recurrences. Works with support departments and supervisors to identify and solve problems. Performs daily administrative and leadership tasks, communicates department metrics daily, weekly, and monthly. Serves as a department resource by responding to questions from employees; handles escalated concerns that fall outside of the purview of the lead schedulers. Prepare various reports. Must work flexible hours including nights and weekends as needed. Makes recommendations to improve business unit practices and processes. Any related duties as assigned.
Requirements
- A bachelor’s degree in business, management, marketing, communications, or the equivalent combination of education and experience.
- 4+ years of prior experience working in a call center, sales and/or telemarketing environment required.
- 2+ years leading or supervising a team of staff in a call center or blood banking environment.
- Working knowledge of state and federal regulations.
- Working knowledge of Donor Management Systems.
- Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.
- Proficient in Microsoft Office.
- Effective verbal and written communication skills, including training, presentation, and negotiating skills, are required.
- Strong organizational and problem-solving skills, the ability to work independently and under pressure, are required.
- Ability to lead and achieve business goals consistently.
- Ability to motive a diverse workforce with varying schedules.
- Ability to analyze problems and implement solutions appropriately is required.
- Ability to work in a team environment.
Nice To Haves
- 2+ years of experience using a CRM, preferred.
Responsibilities
- Supervise the performance of Contact Center staff
- Oversee calling shifts
- Assist in the development, implementation, and evaluation of calling and service strategies
- Oversee and monitor agents within Contact Centers
- Supervision of assigned agents including, but not limited to, interviewing/hiring, training, coaching, evaluating, and disciplining
- Ensure adequate staffing to meet call center objectives
- Project staffing needs and develop strategies to ensure call hours objectives are met
- Monitor individual agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents
- Identify and schedule training for agents according to identified needs
- Implement programs for leading and motivating agent to achieve recruitment organizational objectives and minimize turnover
- Identify operational problems and work to prevent future recurrences
- Perform daily administrative and leadership tasks, communicates department metrics daily, weekly, and monthly
- Prepare various reports
- Make recommendations to improve business unit practices and processes
- Any related duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
