Call Center Team Lead

JOB REQUIREMENTS

Join a team dedicated to saving lives every single day—that's what working at The Community Blood Center (CBC) is really all about. If you have strong leadership skills, a passion for achieving goals, and experience in a fast-paced environment, we encourage you to apply!

JOB SUMMARY

Responsible for guiding and supporting a team of Telerecruiters in achieving donor engagement and collection goals. This role requires strong leadership, effective communication, and a customer-focused mindset. The Team Lead fosters a positive and productive work environment, provides coaching and development, and ensures operational excellence through problem-solving, adaptability, and technical proficiency.

SCHEDULE

Position is regularly scheduled to work evening shifts to provide leadership coverage during PM operating hours in addition to rotating weekend coverage.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leadership & Team Management: Motivate, guide, and inspire Telerecruiters to meet individual and team performance goals. Set clear expectations, provide constructive feedback, and foster a collaborative culture. Conduct regular performance evaluations and use incentive programs to drive engagement.
• Training & Development: Deliver comprehensive training for new hires and ongoing development for existing staff. Identify skill gaps and provide targeted coaching to improve performance and confidence.
• Communication & Active Listening: Communicate clearly and effectively with team members, donors, and leadership. Practice active listening to understand concerns and provide appropriate support.
• Customer Service & Empathy: Ensure high-quality donor interactions by monitoring calls and providing feedback. Demonstrate empathy and emotional intelligence in all communications to build trust and loyalty.
• Problem-Solving & Resilience: Quickly identify and resolve operational issues, donor concerns, and performance challenges. Maintain composure under pressure and adapt to changing priorities and technologies.
• Scheduling & Inventory Oversight: Monitor donor schedules and product inventory to prioritize outreach efforts. Coordinate with fixed sites and mobile operations to optimize appointment scheduling.
• Technical Proficiency & System Management: Utilize department software to manage schedules, donor communications, and reporting. Create and send voice blasts, text messages, and emails as needed.
• Operational Support & Organization: Assist with campaign planning, staff scheduling, reporting, and documentation updates. Maintain organized reference materials and ensure team access to current procedures.
• Team Engagement & Meetings: Help plan and lead team meetings to share updates, celebrate successes, and address challenges.
• Data Management & Issue Resolution: Research escalations and data discrepancies; provide timely feedback and solutions. Support data entry, donor profile management, and report generation.
• Donor Outreach & Appointment Scheduling: Make outbound calls and schedule donor appointments based on availability and convenience. Accurately document call outcomes and maintain donor records.
• Compliance & Continuous Improvement: Adhere to all organizational policies, SOPs, and safety protocols. Stay informed through training sessions, team meetings, and relevant publications.

JOB QUALIFICATION REQUIREMENTS

• Proven ability to direct, organize, implement, and evaluate daily departmental operations to meet established goals and performance standards.
• Proficiency in CRM systems, as well as Microsoft Excel, Word, and Outlook.
• Consistently maintains a professional demeanor and holds the highest standards of confidentiality regarding donor and organizational information.
• Exceptional organizational skills and strong oral and written communication abilities.
• Demonstrates flexible interpersonal skills, with the ability to adapt to team dynamics and support diverse personalities.
• Solid data entry and computer skills, with attention to accuracy and efficiency.
• High school diploma or equivalent required; Associate degree preferred.
• Ability to lift up to 25 pounds occasionally, as needed for operational support.