Whole Blood Contact Center Manager

About the role

The Whole Blood Manager will manage, motivate, and direct Contact Center resources including Supervisors and Agents towards achieving assigned Whole Blood production goals for NYBCe. Oversee and monitor agents within Contact Centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for customer service and donor interaction. Provides support to achieve the overall collection goals of the organization, including assisting mobile drives, as needed.

Primary Duties & Responsibilities

• Establish call center production goals in alignment with the marketing strategy for recruitment and monitor reporting systems that identify departmental progress towards daily/weekly/monthly goals and direct corrective actions.
• Establish performance standards and individual goals for Supervisors and Agents.
• Provide coaching and feedback in support of the professional development process.
• Implement the standard operational procedures for the Contact Center and monitor compliance.
• Direct all supervisory functions for the team, including, but not limited to, interviewing/hiring, training, coaching, evaluating, and disciplining to ensure a well-qualified team and to enhance operational success.
• Communicates with staff the goals, objectives and expectations of the department and direct staff through routine/complex changing priorities. Meet regularly with staff to jointly understand and meet all challenges.
• Manage Contact Center equipment to support the recruitment function.
• Establish tools that motivate the Contact Center team to achieve both individual and team goals.

Secondary Responsibilities

• Prepare various reports.
• Must work flexible hours including nights and weekends as needed.
• Make recommendations for improvement on organizational processes.
• Saves Attends conferences, seminars, as required.
• Makes recommendations to improve business unit practices and processes.

Education & Experience

• A bachelor’s degree in business, management, marketing, communications, or the equivalent combination of education and experience.
• Minimum of five years of progressively responsible experience in sales and/or telemarketing environment required. Includes a minimum of three years of successful supervisory experience, preferably in a call center or blood banking environment.

Schedule

Full-Time; Mon. - Fri. 9am to 5pm. Occasional weekends and evenings required. Must be flexible. Hybrid option after probationary period completed - must be in office a minimum of 3 days/wk.

Pay

$86,000. annually.