Contact Center Team Lead
1 week ago
Versiti Inc. is seeking a highly motivated and experienced Contact Center Team Lead to join our team. As a Contact Center Team Lead, you will be responsible for providing guidance, coaching, and assistance to our department associates while demonstrating the organization's core values and leading by example.
Key Responsibilities- Customer Service: Demonstrates Versiti core values and displays the highest level of customer service to internal/external customers.
- Donor Recruitment: 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.
- Communication: Makes reminder phone calls to donors regarding appointments set for media and or special event drives.
- Reporting: Interprets reports to accurately communicate results to staff.
- Administrative Duties: Performs administrative/clerical duties, as assigned, in order to complete tasks related to the department's operation (ex. updating donor profiles, data entry).
- Training and Development: Assists new associates in becoming familiar with the position, including new hire training. Assists with on-going continuing education and development of staff.
- Team Management: Ensures Contact Center associates are present and productive; communicates concerns with supervisors.
- Supervisory Tasks: Works with management to perform opening/closing duties. Assists management in monthly coaching sessions to correct performance problems and achieve desired results.
- Education: High School Diploma or equivalent required.
- Experience: Customer service experience required. 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred.
- Knowledge, Skills and Abilities: General understanding of Versiti mission and operation. Excellent verbal and written communication skills. Good attention to detail and accuracy. Results-oriented. Must be organized & understand how to prioritize tasks. Proven persuasion skills with ability to handle opposition. Ability to multi-task and proactively communicate progress/obstacles. Strong intrapersonal skills and relationship-building. Proficient computer skills (Microsoft Office) and ability to learn job-specific applications.
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