Job: Call Center Supervisor

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Job Title: Call Center Supervisor
Area of Interest: Customer Support/Call Center

Qualifications: Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent is required.
Minimum three years of proven sales and/or telemarketing supervision experience indicating consistent record of achieving established goals. Includes a minimum of one year preferably in a call center or blood banking environment.
Strong organizational and problem solving skills, the ability to work independently and under pressure.
Effective verbal and written communication skills are required. Excellent computer skills required.
Job Description: Seeking a candidate from the Omaha, NE, area for a Call Center Supervisor for the American Red Cross. This is a full-time position with competitive salary and eligible for benefits.

JOB SUMMARY:
Supervise the performance of telerecruitment staff and directly oversee calling shifts to ensure achievement of production goals and metrics for donor satisfaction. Assist in the development, implementation and evaluation of blood donor telemarketing strategies for the division.

Perform all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable Federal, state and local regulations.

Qualifications
Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent is required.
Minimum three years of proven sales and/or telemarketing supervision experience indicating consistent record of achieving established goals. Includes a minimum of one year preferably in a call center or blood banking environment.
Strong organizational and problem solving skills, the ability to work independently and under pressure.
Effective verbal and written communication skills are required. Excellent computer skills required.

Responsibilities
1. Responsible for the supervision of the telerecruitment staff including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.
2. Determine and monitor calling priorities and assignments for every calling shift to ensure achievement of defined advance appointment goals by location and fixed site to maximize blood drive efficiency. Initiate defined contingency actions during call shifts as required to maximize production.
3. Responsible for monitoring individual telerecruiters calls, evaluating calls against defined standards of performance, and providing coaching to telerecruiters. Utilize third party reviews to provide coaching to telerecruiters. Identify and assign training to telerecruiters according to identified needs.
4. Utilize systems, reports and resources productively through effective staff scheduling to achieve objectives in a cost-effective manner.
5. Implement programs for leading and motivating telerecruitment staff to achieve recruitment organizational objectives and minimize turnover.
6. Maintain donor call systems and applications to maximize caller efficiency.
7. Perform other related duties as assigned.

Scope
Oversee and monitor telerecruiter agents within divisional call centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for customer service and donor interaction.

Competencies
The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated in order to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further details on the appropriate competencies for a specific position.

Essential Functions/Physical Requirements
The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Some local and non-local business travel may be required.
Exposure levels are based on the essential functions as stated in this position description; however, in some instances, variances may occur due to the applicable nature of this position within a particular work site. Therefore the work site may determine the exposure level to be greater than or less than the below stated level. This position is an exposure determination 0 in view of the fact that normal work involves no exposure to blood or blood components and/or human body fluids or tissue samples as a result of splashes, spills, and/or needlesticks or performance of or assistance in first aid.

EEO M/F/D/V
Requisition Number: BIO15123
Country: United States

State/Province: Nebraska

City: Omaha

Full Time / Part Time: Full Time

Shift: Variable

Work Schedule: Variable Schedule

Percentage of Travel:
Relocation Eligibility: No

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