Supervisor Quality Contact Center-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

The Quality Supervisor for the Call Center is responsible for ensuring the delivery of high-quality services and adherence to established standards within the blood donation call center. The Quality Supervisor is tasked with monitoring call interactions, conducting evaluations, providing constructive feedback, and implementing programs to enhance the performance of call center agents.

Responsibilities:

• Implement and maintain quality assurance programs to evaluate call interactions, ensuring compliance with standard operating procedures and donor acquisition guidelines.
• Monitor call center agents' performance through call recordings, live call monitoring, and other evaluation methods.
• Conduct regular coaching sessions with call center supervisors and agents to provide feedback on their performance, offering guidance for improvement, and recognizing exemplary work.
• Collaborate with the training department to develop and deliver ongoing training programs aimed at enhancing the knowledge and skills of call center agents.
• Analyze call center data and performance metrics to identify trends, opportunities for improvement, and areas of excellence.
• Implement corrective action plans as needed to address performance gaps and ensure adherence to established quality standards.
• Work closely with the contact center's management team to communicate performance updates, challenges, and proposed solutions.
• Participate in regular meetings and provide input on strategies to improve donor recruitment and retention efforts.
• Foster a positive and motivational work environment that encourages teamwork, open communication, and a commitment to achieving goals.
• Maintain up-to-date knowledge of blood donation protocols, industry regulations, and best practices to ensure compliance and continuous improvement.
• Handle escalated donor inquiries or complaints and address them with empathy and professionalism.
• Collaborate with the IT department to address any technical issues related to call center systems or software.
• Ensure the call center operates efficiently, meeting service level agreements and donor satisfaction

Qualifications

Education:

Bachelor’s degree in business administration, Education, Training, Communications, or a related field

Experience  

4 years of proven experience in a call center couple with at least 1 year in a supervisory or lead role, preferably in blood donation or healthcare services.

Knowledge:

Working knowledge of state and federal regulations

Working knowledge of Donor Management Systems

Working knowledge of training systems

Strong understanding of call center operations and best practices.

Knowledge of blood donation regulations and industry standards is an advantage.

Strong knowledge of quality assurance principles and call center metrics.

Proficient in Microsoft Office

Travel:

Up to 15%

Skills & Abilities:

Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

Ability to lead and achieve business goals consistently.

Ability to analyze problems and implement solutions appropriately is required.

Ability to work in a team environment.

Excellent coaching, mentoring, and leadership skills.        

Effective verbal and written communication skills, including training, presentation and negotiating skills are required.

Strong organizational and problem-solving skills, and 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 Supervisor Quality Contact Center position is $64,620.00/year.  Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.