Team Lead Contact Center

Found in: Resume Library US A2 - 1 week ago

Indianapolis Indiana, United States Versiti, Inc. Full time
Overview:
Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious.

We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories.

Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers.

At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary:
Under the direction of the Contact Center Supervisors/Mangers, this role will provide guidance, coaching, and assistance to the department associates while demonstrating the organization's core values and leading by example. Responsibilities also include routine Contact Center duties, such as donor recruitment of existing donors through any of the contact center channels. In addition, the role will execute data entry to keep donor profiles updated, reach out to other departments to find solutions, and ensure that policies, procedures, and protocols established for the organization and the department are followed. A Contact Center Team Lead is expected to be flexible and excel at a variety of roles and responsibilities. Team Leads act as a staff liaison and backup to management when Manager/Supervisors are not available.

Responsibilities:
Demonstrates Versiti core values and displays 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

Qualifications:
EducationHigh 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 AbilitiesGeneral 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

Tools and TechnologyPersonal Computer (desktop, laptop, tablet) required

Microsoft Office products required

Must learn contact center-specific programs (HemaTerra) required

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