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Contact Center Team Lead

2 months ago

Indianapolis, Indiana, United States Versiti Inc. Full time
Job Title: Contact Center Team Lead

At Versiti Inc., we are passionate about improving the lives of patients and helping our healthcare partners thrive. We are seeking a highly motivated and experienced Contact Center Team Lead to join our team.

Job Summary

The Contact Center Team Lead will provide guidance, coaching, and assistance to the department associates while demonstrating the organization's core values and leading by example. Responsibilities include routine Contact Center duties, such as donor recruitment, data entry, and ensuring that policies, procedures, and protocols established for the organization and the department are followed.

Key Responsibilities
  • Demonstrate Versiti core values and display the highest level of customer service to internal/external customers
  • Responsible for all channel assignments as well as special event needs, which includes special appeals related to general shortage, community crisis, blood type need, etc.
  • Recruits donors by promoting the opportunity to donate with Versiti Blood Centers
  • Makes reminder phone calls to donors regarding appointments set for media and or special event drives.
  • Interprets reports to accurately communicate results to staff
  • Performs administrative/clerical duties, as assigned, in order to complete tasks related to the department's operation (ex. updating donor profiles, data entry)
  • Assists new associates in becoming familiar with the position, including new hire training.
  • Assists with on-going continuing education and development of staff
  • Ensures Contact Center associates are present and productive; communicates concerns with supervisors
  • Works with management to perform opening/closing duties
  • Assists management in monthly coaching sessions to correct performance problems and achieve desired results.
  • Perform some supervisory tasks in the absence of a supervisor, but will not deliver disciplinary action.
  • Performs other departmental duties as required, such as assistance with daily huddle board, preparation of department materials, campaigns, contests, etc.
  • Performs other duties as assigned
  • Complies with all policies and standards
Requirements
  • High School Diploma or equivalent required
  • Customer service experience required
  • 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred
What We Offer

At Versiti Inc., we offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

We are an equal opportunity employer and welcome applications from diverse candidates.