Apheresis Contact Center Manager, Enterprise

Overview

In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

For more information about a career with us, please watch the video below:

“Career in Blood” video

Responsibilities

Manage, motivate, and direct Contact Center resources including Supervisors and Agents towards achieving assigned Apheresis 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.

• 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.

Qualifications

Education:

A bachelor’s degree in business, management, marketing, communications, or the equivalent combination of education and experience.

Experience:

A minimum of five years of progressively responsible experience in sales and/or telemarketing management required. Includes a minimum of three years of successful supervisory experience, preferably in a call center or blood banking environment.

Knowledge:

Working knowledge of state and federal regulations

Working knowledge of Donor Management Systems

Proficient in Microsoft Office

Travel:

Up to 25%

Skills and Abilities:

• Ability to analyze problems and implement solutions appropriately is required.
• Ability to work in a team environment.
• Effective verbal and written communication skills, including training, presentation and negotiating skills are required.
• Strong organizational and problem-solving skills, the ability to work independently and under pressure are required.

This role requires an on-site presence at any of these NYBCe locations three days per week: New York, NY; Newark, DE; Providence, RI; Kansas City, MO ;St Paul, MN.

The proposed hiring rate for Manager, Apheresis Contract Center position is $75,690.00/year  Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.