Call Center Manager

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):

• Develops and implements effective donor contact strategies across the operations of Midwest Blood Centers to ensure that red blood cell, platelet and plasma collection targets are met/exceeded.
• Serves as system administrator for the donor contact management system software to include user access, upgrades, development of campaigns and maintenance of the system.
• Oversees the daily operations to include problem solving strategies, providing leadership, deploying direction, and ensuring the team meets targets and maintains accurate records.
• Hires, coaches and develops 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. Provides feedback and development to staff, monitors progress, and evaluates performance.
• Assists in the development of long-range recruitment strategies, departmental budget and collection goals and projections.
• Develops and monitors effective incentive plans to drive high performance.
• Creates and maintains a quality assurance program specific to the call center to include training of staff on elements of calls and evaluating calls on a regular basis.
• Creates and analyzes reports and data to ensure efficiency, achievement of goals and effectiveness of campaigns.
• Collaborates with relevant leaders to assess blood needs and adjust based on the needs of the organization.
• Responsible for maintaining all departmental SOPs necessary to meet requirements of the FDA, AABB, and other regulatory agencies affecting the blood center operations.

JOB QUALIFICATION REQUIREMENTS:

• Demonstrated competency in call/contact center operations (software and CRM systems) and knowledge of call center processes is required.
• 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 are essential.
• Well-developed 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.
• User 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.

BENEFITS AND PERKS:
We take care of our team — from competitive wages and valuable training to comprehensive benefits packages. Depending on hours worked, this position can offer:

• Health, vision, and dental insurance coverage
• Health Savings Account (HSA)
• PTO/Sick Time
• Paid holidays
• 403(b) retirement savings plan with matching contributions
• Employee Assistance Program
• Discounted YMCA membership
• Disability and life insurance
• Regular employee forums and committees — everyone on our team has a voice!