Contact Center Lead

Found in: Resume Library US A2 - 1 week ago

Saint Paul Minnesota, United States Innovative Blood Resources Full time
Overview:
Memorial Blood Centers (), a division of Innovative Blood Resources (), has been saving and sustaining lives since 1948. We supply blood and blood components, state-of-the-art laboratory services, and biomedical expertise to area healthcare partners, national blood centers, biotechnology companies, research institutions, and international clients. Operating 10 donor centers and conducting hundreds of blood drives each month, we are proud to be an independent nonprofit that supplies over 30 area hospitals and more than a dozen air ambulances with life-saving blood—from our community, for our community. 

Responsibilities:
Summary:

 

This position is 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

 

Schedule: Tuesday-Friday 8am - 5:30pm and Saturdays 9am - 1pm

 

Job Responsibilities:

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.

Benefits: Full Benefits Including: Medical, Dental, Vision, Paid Time Off, Sick Time, and Retirement Plan

 

Qualifications:
Education:

High School Diploma or Equivalent

 

Other:

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.

 

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