Call Center Team Lead - Hybrid

Position Summary

Team Lead Call Center – Aurora, IL

In-Office and Remote days are required (not fully remote)

Stable Hours
• Bi-Weekly Pay
• Paid Training
• Growth Opportunities

• Provide coaching to our call center agents
• Liaise between leadership and staff and act as a back-up to management
• Provide friendly, professional service on every call
• Follow clear processes and training to support blood donor needs
• Work with a supervisor who’s invested in your success

• Predictable and consistent schedules
• Paid training — we teach you everything you need to know
• Supportive supervisors and a team‑oriented culture
• Benefits package (medical, dental, vision, PTO, 401K.)

• Strong communication skills
• Comfort using computers and learning new systems
• Reliability and a confident mindset
• Call Center experience is required

Monday-Tuesday 11:30am-8:00pm, Wednesday-Thursday 8:00am-5:30pm, Rotating Friday 8:00am-4:30pm and Saturday 8:00am-1:00pm

Aurora, IL - Position requires In-office and remote days

Compensation The target salary for this position is $23.05 per hour. The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.

Benefits Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

• Demonstrates Versiti core values and displays the highest level of customer service to internal/external customers
• Responsible for all channel assignments as well as special event needs, which includes special appeals related to general shortage, community crisis, blood type need, etc.
• Recruits donors by promoting the opportunity to donate with Versiti Blood Centers
• Makes reminder phone calls to donors regarding appointments set for media and or special event drives.
• Interprets reports to accurately communicate results to staff
• Performs administrative/clerical duties, as assigned, in order to complete tasks related to the department’s operation (ex. updating donor profiles, data entry)
• Assists new associates in becoming familiar with the position, including new hire training.
• Assists with on-going continuing education and development of staff
• Ensures Contact Center associates are present and productive; communicates concerns with supervisors
• Works with management to perform opening/closing duties
• Assists management in monthly coaching sessions to correct performance problems and achieve desired results.
• Perform some supervisory tasks in the absence of a supervisor, but will not deliver disciplinary action.
• Performs other departmental duties as required, such as assistance with daily huddle board, preparation of department materials, campaigns, contests, etc.
• Performs other duties as assigned
• Complies with all policies and standards

Education

• High School Diploma or equivalent required

Experience

• Customer service experience required
• 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred

Knowledge,

Skills and Abilities

• General understanding of Versiti mission and operation
• Excellent verbal and written communication skills
• Good attention to detail and accuracy
• Results-oriented
• Must be organized & understand how to prioritize tasks
• Proven persuasion skills with ability to handle opposition
• Ability to multi-task and proactively communicate progress/obstacles
• Strong intrapersonal skills and relationship-building
• Proficient computer skills (Microsoft Office) and ability to learn job-specific applications

Tools and Technology

• Personal Computer (desktop, laptop, tablet) required
• Microsoft Office products required
• Must learn contact center-specific programs (Hema Terra) required

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