Contact Center Team Leader (Includes Selling) jobs in Indianapolis, IN

Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Contact Center Team Lead - Hybrid, 2nd Shift
  • Versiti, Inc.
  • Indianapolis, IN FULL_TIME
  • Overview

    Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

    Position Summary

    Under the direction of the Contact Center Supervisors/Mangers, this role will provide guidance, coaching, and assistance to the department associates while demonstrating the organization's core values and leading by example. Responsibilities also include routine Contact Center duties, such as donor recruitment of existing donors through any of the contact center channels. In addition, the role will execute data entry to keep donor profiles updated, reach out to other departments to find solutions, and ensure that policies, procedures, and protocols established for the organization and the department are followed. A Contact Center Team Lead is expected to be flexible and excel at a variety of roles and responsibilities. Team Leads act as a staff liaison and backup to management when Manager/Supervisors are not available.

     

     

    Compensation & Benefits

    • Competitive hourly rate 
    • Benefits eligible including medical/dental/vision insurance options, 7% 401(k) match, EAP, employee wellness program, generous PTO, and more.
    • Shift differentials for evenings/weekends
      • Evenings (after 6:00pm) - $1.50/hr.
      • Weekends - $2.00/hr.

     

    Schedule

    • Monday-Friday, rotating Saturdays
    • 2nd Shift, 11:30am-8:00am but must be flexible and willing to work 1st shift as needed.
    • Hybrid position. Candidate must reside in the state of Indiana and be willing to commute to the office on a weekly basis.

    Responsibilities

    • 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

    Qualifications

    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 (HemaTerra) required

     

    #AJ123

  • 21 Days Ago

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Contact Center Representative - Bilingual
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 1 Month Ago

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Contact Center Representative
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 1 Month Ago

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Contact Center Representative - Full-Time
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 12 Days Ago

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Contact Center Support Expert
  • Insite Managed Solutions
  • Indianapolis, IN FULL_TIME
  • *Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Job Type: Full-time, In-Office 7820 Innovation...
  • 13 Days Ago

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Contact Center Specialist
  • Industrial Federal Credit Union
  • Lafayette, IN FULL_TIME
  • Role:Provides members and potential members with fast, courteous, and accurate service on the phone; explains services; responds to problems; and directs members' phone calls to the appropriate area.E...
  • 13 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Indianapolis, IN area

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Delta Faucet Customer Support Specialist
  • Inktel Direct Corporation
  • Indianapolis, IN
  • ** Delta Faucet Customer Support Specialist** **Job Category****:** Customer Service **Requisition Number****:** DELTA00...
  • 3/28/2024 12:00:00 AM

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Welcome Coordinator
  • Oak Street Health
  • Indianapolis, IN
  • Description Company: Oak Street Health Title: Welcome Coordinator Role Description The purpose of the Welcome Coordinato...
  • 3/28/2024 12:00:00 AM

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Customer Service Coordinator
  • Mainscape, Inc.
  • Indianapolis, IN
  • **Customer Service Coordinator** Location Indianapolis Description We are seeking a responsible and quick-minded person ...
  • 3/28/2024 12:00:00 AM

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Customer Experience Specialist
  • K Health
  • Indianapolis, IN
  • **Customer Experience Specialist** at K Health Indianapolis, Indiana, United States **Who we are** K Health is a venture...
  • 3/28/2024 12:00:00 AM

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Office Service Representative II
  • Canon Business Process Services, Inc.
  • Indianapolis, IN
  • Overview: Under general supervision, is responsible for all mail, packages and interoffice correspondence handling and d...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative*
  • Bone Dry Roofing
  • Indianapolis, IN
  • Bone Dry Roofing is searching for a professional Customer Service Representative to work closely with other team members...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative- Part Time
  • Bonedry
  • Indianapolis, IN
  • **Customer Service Representative- Part Time** Indianapolis, Indiana / Indianapolis Administration / Part-Time Bone Dry ...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • Clopay Door
  • Indianapolis, IN
  • Customer Service Representative in Indianapolis, IN at Clopay Corporation **Location:** **Experience:** Not Specified **...
  • 3/27/2024 12:00:00 AM

Indianapolis is in the East North Central region of the Midwestern United States, in central Indiana. According to the U.S. Census Bureau, the Indianapolis (balance) encompasses a total area of 368.2 square miles (954 km2), of which 361.5 square miles (936 km2) is land and 6.7 square miles (17 km2) is water. The consolidated city boundaries are coterminous with Marion County, with the exception of the autonomous municipalities of Beech Grove, Lawrence, Southport, and Speedway. Indianapolis is the 16th largest city by land area in the U.S. Indianapolis is within the Tipton Till Plain, a flat to...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$65,394 to $90,787
Indianapolis, Indiana area prices
were up 1.3% from a year ago