Operations Contact Center Supervisor 2023

Primary PurposeUnder limited direction, this position is responsible for overseeing and coordinating daily Donor Outreach activities and for the achievement of assigned daily, weekly, and monthly goals. This position is responsible for the direct supervision of assigned staff.
Duties And Responsibilities
Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.Assures quality customer service to all customers.Hires, supervises, trains, and evaluates performance of assigned personnel. Identifies and effectively resolves personnel issues.Prepares a daily call plan that focuses Donor Outreach effort appropriately through the use of an appointment forecast, penetration report, and staff schedule.Completes call quality monitoring and provides appropriate feedback and direction to staff.
Manages group and individual messaging, ensuring script development and compliance. Suggests improvements/enhancements to scripts and rebuttals.Researches and resolves donor complaints.Interacts with other operating units to maximize communication and collections.Reviews donor maintenance information and other submitted forms for accuracy and completeness.Evaluates effectiveness of Donor Outreach activities and campaigns. Makes recommendations to management, as appropriate.
Compiles monthly evaluations and standard reports on Donor Outreach activity.Oversees the donor appointment schedule.Implements staff motivation programs to maintain enthusiasm, provide focus on goal achievement, and minimize turnover. Motivates and mentors staff to develop sales and service skills.Monitors, evaluates, and adjusts Donor Outreach activities while initiating contingency actions during call shifts as required.Performs all other duties, at the discretion of management, as assigned.
RequirementsKnowledge/ Education
High school graduate or GED required.Bachelor’s degree in related area or equivalent combination of education and experience preferred.Knowledge of telemarketing techniques required.Knowledge of blood banking telemarketing techniques preferred.Licenses/ CertificationsNone.
ExperienceTwo years related experience required. To include:One year supervisory experience.Skills/AbilitiesDemonstrates leadership and good oral/written communication skills with ability to work in a team-oriented environment.Communicating effective recruitment/donor service skills and technique.Good problem solving skills to deal with internal and external customers.Proficient computer skills.Able to work flexible hours including evenings and weekends.
EEO/Minorities/Females/Disabled/VeteransOur organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to accommodation@bloodsystems.org or call 1-844-220-2612 to let us know the nature of your request. A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response.
For more EEO information about applicant rights click hereFor information about Pay Transparency rights click hereOur organization participates in E-Verify, for more information click hereAll candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company’s established guidelines.OrganizationBSI Business GroupPrimary LocationUnited States of America-Anywhere USA*-9999 Anywhere USA*Employee StatusFull-time, RegularShiftDay JobTravelNoJob Posting Close DateMar 25, 2023Job FunctionCall Center

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