Supervisor - Whole Blood Contact Center

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.

Education:

High School Diploma or equivalent.

Related 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.

Any combination of education, training and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.

Education:

A bachelor's degree in business, management, marketing, communications, or the equivalent combination of education and experience.

Related Experience:

2+ years of experience using a CRM, preferred.

Knowledge:

• Working knowledge of state and federal regulations.
• Working knowledge of Donor Management Systems.

Skills:

• 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.
• Travel up to 15%.

Abilities:

• 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.

Work Schedule:

Monday - Friday: 9am to 5pm; nights and weekends as needed.

Proposed pay rate for this position is $64,620. annually.

Founded in 1979, Rhode Island Blood Center (RIBC) has served Rhode Island and the New England area for more than 45 years, delivering more than 90,000 lifesaving blood products annually to 50+ hospitals, EMS and healthcare partners. RIBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe's Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. RIBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit ribc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.