Call Center Manager

JOB REQUIREMENTS:

Join a team dedicated to saving lives every single day that’s what working at The Community Blood Center is really all about. The Contact Management Center Manager plays a key leadership role in advancing The Community Blood Center’s mission by building and guiding a high-performing, donor-focused contact team. Through coaching, collaboration, and strategic oversight, the Manager inspires staff, aligns daily operations with organizational objectives, and ensures our mission, vision, and values remain at the center of everything we do.

Your work will save lives!

JOB SUMMARY:

The Contact Management Center Manager is responsible for meeting weekly, monthly, quarterly, and annual collection goals by creating and maintaining a dynamic and customer-oriented donor contact team. The Manager prepares, controls, and monitors the departmental expense budget. The Manager provides guidance and direction to the departmental staff that leads to attaining the objectives of The Community Blood Center. At The Community Blood Center, we lead our teams while keeping our mission, vision, and values at the forefront of all that we do.

As a leader, you will inspire, train, and collaborate with those in your department accordingly in addition to focusing on the organization’s strategic goals.

• Develop and implement effective donor contact strategies across the operations of Midwest Blood Centers to ensure that red blood cell, platelet, and plasma collection targets are met or exceeded.
• Serve as system administrator for the donor contact management system software, including user access, upgrades, development of campaigns, and maintenance of the system.
• Oversee daily operations to include problem-solving strategies, providing leadership, deploying direction, and ensuring the team meets targets and maintains accurate records.
• Hire, coach and develop team members to meet and exceed department expectations based on organizational objectives. Assess proficiency of staff to ensure they meet established standards of both subject matter knowledge and job proficiency. Provide feedback and development to staff, monitor progress, and evaluate performance.
• Assist in the development of long-range recruitment strategies, departmental budget and collection goals and projections.
• Develop and monitor effective incentive plans to drive high performance.
• Create and maintain a quality assurance program specific to the call center, including training of staff on elements of calls and evaluating calls on a regular basis.
• Create and analyze reports and data to ensure efficiency, achievement of goals and effectiveness of campaigns.
• Collaborate with relevant leaders to assess blood needs and adjust based on the needs of the organization.
• Maintain all departmental SOPs necessary to meet requirements of the FDA, AABB, and other regulatory agencies affecting the blood center operations.

• Bachelor’s degree, or equivalent experience.
• Demonstrated competency in call/contact center operations (software and CRM systems) and knowledge of call center processes.
• Knowledge of blood banking and donor recruitment techniques is preferred.
• Demonstrated leadership skills.
• Ability to organize, develop, implement, evaluate, and administer the day-to-day activities in the call center to meet established goals and standards.
• Proven ability to motivate teams to achieve and exceed goals.
• Proven ability to manage multiple tasks well and meet deadlines.
• Well-developed customer relations and communication skills.
• Strong written and verbal communication skills.
• Must be self-motivated, able to schedule and follow-up on all actions without direct supervision.
• Must possess problem-solving and negotiation skills to resolve issues professionally.
• Proficiency with Microsoft Office Suite with strong knowledge of Excel and Word.
• Knowledge of the following equipment: computer, photocopier, cell phone.
• Must possess a valid Wisconsin driver’s license to operate a personal and CBC vehicle.
• Employees may occasionally be required to lift objects or materials weighing up to 35 pounds.

APPLICATION INSTRUCTIONS:
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