Contact Center Lead
Found in: Resume Library US A2 - 2 weeks ago
In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.
For more information about a career with us, please watch the video below:
Responsibilities:
Responsible for supporting the Supervisor and Manager in the leading and oversight of day-to-day operations of the Contact Center. Provides supplemental training and coaching of employees. Serves as subject matter expert on departmental SOP’s and policies and procedures. Acts as the first line of defense for problem solving and escalated/complex donor related questions and concerns.
Reports to Position:
This position does not supervise staff.
Supervision of Positions:
Under general supervision of assigned managerial staff.
Primary Duties, Responsibilities or Activities Required by Job:
Serve as a subject matter expert on donor requirements, deferral guidelines, department SOP’s, policies, and procedures.
Partner with supervisors and managers to shape recruitment strategies, prioritize call lists, and ensure team members understand hourly, daily, weekend and monthly goals.
Monitor individual and team performance, ensuring daily recruitment targets are met/exceeded through effective workload distribution and resource management.
Actively assist in the recruitment of potential and current blood donors through phone calls, maximizing appointments and collected products.
Ability to foster a positive and productive environment for your team, both physically and virtually.
Collaborate with other contact center leads to ensure balanced staffing and calling across the enterprise.
Utilize various reports available to thrive in a dynamic, data-driven environment, prioritizing tasks and exceeding expectations.
Serve as a trusted expert, handling complex donor inquiries and escalating issues via various channels (inbound/outbound calls, texts, emails).
Onboard and mentor new team members, providing performance feedback and development opportunities.
Assist with call evaluations, coaching, and development, ensuring continuous agent performance improvement.
Respond to donor queries promptly and effectively across multiple channels.
Offer flexible leadership, including nights and weekends, and cover for managerial absences as needed.
Accurately document post-donation information and ensure smooth departmental handovers.
Champion recruitment guidelines and participate in various local and enterprise-wide campaigns to elevate donor response and collection results.
Other Secondary Functions:
Meticulously update donor demographic and preference information in designated software, ensuring its accuracy and contributing to exceptional service.
Think like a problem solver. Continuously analyze current processes and propose innovative solutions that enhance both donor and staff experiences, aiming for top-tier satisfaction.
Qualifications:
Required Minimum Education & Experience:
Education:
High school diploma or equivalent.
Related Experience
4 years in a call center, customer service center/ upselling sales driven, or donor-facing role, demonstrating a commitment to continuous improvement and exceeding expectations.
Experience taking on increased responsibility, highlighting your ability to grow and thrive in challenging environments.
Preferred Qualifications:
Education:
Associate degree or higher.
Experience:
Minimum of one year mentoring a team, demonstrating your leadership potential and commitment to fostering success in others.
Intermediate knowledge of HemaConnect CRM preferred.
Proven experience in the healthcare field is highly desirable.
Understanding of blood donation processes, apheresis and platelet donation procedures is a plus.
Required Knowledge, Skills & Abilities (KSA’s):
Knowledge:
Basic knowledge of medical terminology.
Read and interpret medical, technical, regulatory and quality procedures.
Intermediate working knowledge of Microsoft Office and Outlook.
Computer desktop applications and computer software systems.
Skill:
Effective written and oral communication skills.
Exceptional attention to detail and organizational skills.
Accurate in transcription of numbers, and basic math skills.
Persuasive and sales.
Proficient in analyzing performance metrics and data.
Leadership skills with the ability to guide a team, providing mentoring and constructive feedback.
Flexibility to adapt to changing priorities and operational needs.
Abilities:
Resolve basic and complex problems and/or donor concerns.
Maintain composure in times of increased pressure.
Ability to work independently as well as part of a team.
Use logic and reasoning to identify and analyze alternative solutions, conclusions, or approaches to problems within established policies and procedures.
To prepare reports with varying degrees of complexity within software applications.
Hours: 40 per week which includes a combination of day, evening and weekend shifts.
The proposed hourly wage for this postion is $24.64.
Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.
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