Manager Call Center Operations

POSITION SUMMARY

This position is responsible for managing the daily contact center operations to ensure each Contact Center Agent achieves individual and team goals. Establishes contact center production goals aligned with LifeStreams marketing strategies and corporate goals for growth. The Manager Contact Center closely monitors the hourly/daily/weekly performance of each agent to forecast progress towards monthly collection goals for each assigned location (this includes centers and mobile drives) and implements appropriate corrective actions and course corrections when necessary. The Manager clearly communicates the goals objectives and expectations for the department and provides timely coaching and feedback to ensure achievement of goals. Ensures each agent creates an exceptional donor experience through all forms of communication (inbound calls outbound calls predictive dialer calls twoway texting). Responsible for the daily administration of the predictive dialer and the generation and utilization of calling lists to their fullest recruitment potential. Responsible for meeting or exceeding daily and monthly recruitment goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Responsible for departmental achievement of strategic goals including:

Donor appointments by donor center and mobile operation

Show rates by donor center and product Customer service satisfaction

2. Establishes contact center production goals aligned with LifeStreams marketing strategies and corporate growth goals. Daily and weekly goals are established for each donor center and assigned mobile blood drive.

3. Manages the predictive dialer pace; oversees the daily production workload and workflow to ensure Contact Center Agents achieve hourly daily weekly and monthly goals for each center and mobile drive assigned.

4. Closely monitors the hourly/daily/weekly performance of each agent to forecast progress towards monthly collection goals for each assigned location (this includes centers and mobile drives) and implements appropriate corrective actions and course corrections when necessary.

5. Oversees the generation of call/text campaign lists by Agent; responsible for making adjustments to calling/texting campaigns including updating scripts in conjunction with Marketing based on the inventory needs of the organization.

6. Ensures each agent creates an exceptional donor experience through all forms of communication (inbound calls outbound calls predictive dialer calls twoway texting etc..

7. Directs all management functions for the team including but not limited to interviewing/hiring training coaching evaluating and disciplining to ensure a wellqualified team and to enhance operational success.

8. Communicates the goals objectives and expectations for the department and provides timely coaching and feedback to ensure achievement of goals.

9. Manages the statistical reporting within the department. Reports produced include individual and departmental performance comparisons from yeartoyear / monthtomonth and monitoring of production in order to project and predict future production. This analysis may often be used for departmental planning as well as personnel development plans.

10. Performs other duties as assigned.

CUSTOMER INTERACTION/PROBLEMSOLVING

Must deal with internal and external customers/team members in a courteous professional and timely manner. Takes responsibility for problems and maintains a helpful and friendly attitude and is responsive to customer needs. Represents the organization to vendors and the public in a positive and professional light.

COMPLEXITY

Work involves mostly duties that involve related steps processes or methods requiring the employee to make choices and recognize differences in a few easily recognizable situations such as differences in fact sources of information or kinds of transactions or entries. Occasionally work includes various duties involving different and unrelated processes and methods. Decisions on what needs to be done require analysis of the subject in each assignment and chosen courses of action may be selected from several alternatives. Work involves conditions and elements that must be analyzed to identify interrelationships.

NATURE AND EXTENT OF SUPERVISION PROVIDED TO THE POSITION

Overall objectives and resource allocations are determined by the Supervisor providing broad administrative direction with assignments given in terms of broadly defined missions or functions. Employee plans designs and carries out programs projects studies or other work independently. Results are considered technically sound by virtue of the employees expertise and are generally accepted with review only for conformity to objectives contribution to program goals or advancement of technological understanding

QUALIFICATION REQUIREMENTS

To perform this job successfully each essential duty (as identified above) must be performed satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

SUPERVISORY KNOWLEDGE SKILLS & ABILITIES (if applicable)

1. Ability to identify needed changes in procedures practices goals direction or structure of the department and/or organization and to promote and implement these changes effectively in a timely manner.

2. Ability to ensure that departmental budgets are followed and objectives are met by establishing a process to effectively monitor resources and progress.

3. Ability to work with others to achieve departmental and/or organizational goals and objectives.

4. Ability to empower employees to utilize their abilities and talents effectively.

5. Ability to work effectively to improve the skills of employees by providing clear behaviorally specific and helpful performance feedback by effective coaching and mentoring and by providing helpful departmental experiences and opportunities.

6. Ability to use power of ones position in an effective and appropriate way to enforce rules to confront others about performance problems to set boundaries for others behavior and to direct others in the performance of their job.

7. Demonstrates a positive attitude towards ones work or job and the organizations goal.

8. Ability to act honestly and with integrity showing respect for laws the rights of others and the Blood Banks mission and value statements.

9. Ability to adapt to various situations to work effectively with a variety of individuals and groups to understand and appreciate different and opposing perspectives of an issue and to adapt ones approach as the requirements of the situation change.

10. Ability to change within the company/organization or to change job requirements.

11. Ability to motivate employees individually or in groups by actions such as encouraging people giving credit or recognition creating symbols of group identity and using group meetings or speeches to inspire others and instill pride in the work unit or organization.

12. Evaluates in advance the impact of words or actions and selects the approach most likely to have the desired effect on the individual or group in question.

13. Carefully times actions to increase effectiveness and asks questions to make sure others understand.

14. Shows confidence in ones own capability to accomplish a task and selects an effective approach to a task or problem and willingness to exercise and trust ones own independent judgment.

15. Ability to develop a plan for the future either for an organization or for a large group within it to articulate that plan clearly and powerfully and to hold to that plan with the result that the vision becomes a reality in significant ways.

16. Ability to transfer thoughts ideas and concepts into writing.

17. Retains subject matter expertise in their field or profession.

18. Ability to problemsolve issues involving customer service staff performance budget discrepancies etc.

19. Ability to perform root cause analysis on errors and incidents to prevent future recurrence.

GENERAL KNOWLEDGE SKILLS & ABILITIES

1. Proficient knowledge of state and federal communications regulations

2. Ability to communicate verbally utilizing persuasion and listening skills.

3. Ability to maintain confidentiality.

4. Demonstrated organizational skills and problemsolving ability.

5. Familiarity with and commitment to Customer Relationship Management; demonstrated experience in handling customer complaints and resolving problems.

6. Ability to learn and master new computer programs and technologies.

7. Ability to meet assigned goals.

8. Advanced knowledge of donor eligibility requirements.

9. Ability to analyze data and identify trends.

10. Ability to interact with others both internally and externally in a professional manner.

11. Demonstrated leadership aptitude.

12. Strong initiative and solid judgment abilities and skills.

EDUCATION

A bachelors degree in business management marketing communications or the equivalent combination of education and experience.

EXPERIENCE

Minimum two years successful supervisory experience in a call center environment is required. Knowledge of predictive dialer software and familiar with the processes necessary to ensure successful software interfacing with other applicable program management software (i.e. SafeTrace ITSY IMS etc.. Minimum four years overall supervisory experience required. Minimum three years call center experience preferred.

CERTIFICATES LICENSES ETC.

Current California Drivers License

PHYSICAL DEMANDS

Refer to ADA checklist attached for physical demands.

WORK ENVIRONMENT

LifeStream is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected Veteran Status or any other characteristic protected by applicable federal state or local law.

LifeStream will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.

If you need accommodation for any part of the employment process because of a medical condition or disability please send an email to or callto let us know the nature of your request. A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response.

EEO is the Law. For more EEO information about applicant rights click here.

Our organization participates in EVerify for more information click here.

All applicants who receive a conditional offer of employment will be required to undergo a preemployment drug test in accordance with LifeStreams established guidelines.