Team Lead Call Center IN- Full-Time 1130 AM to 800 PM Mon through Thurs, 8 AM until 430 PM Friday, Saturday Rotation

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.

Team Lead Call Center Indianapolis IN

In-Office and Remote day are required (not fully remote)

Stable Hours Bi-Weekly Pay Paid Training Growth Opportunities

If youre looking for a stable job with predictable hours and a team that supports you this could be a great fit. Were hiring a Team Lead for our Call Center in Indianapolis. This position is great for someone who wants to continue their strong customerservice skills grow their careers and work in a positive teamfocused environment. If you want stability support and a place to grow wed love to talk with you.

What Youll Do:

• Provide coaching to our call center agents
• Liaise between leadership and staff and act as a back-up to management
• Provide friendly professional service on every call
• Follow clear processes and training to support blood donor needs
• Work with a supervisor whos invested in your success

What We Offer:

• Predictable and consistent schedules
• Paid training we teach you everything you need to know
• Supportive supervisors and a teamoriented culture
• Benefits package (medical dental vision PTO 401K.)

What Were Looking For:

• Strong communication skills
• Comfort using computers and learning new systems
• Reliability and a confident mindset
• Call Center experience is required

Schedule:

• Full-Time 11:30 AM to 8:00 PM Mon through Thurs 8 AM until 4:30 PM Friday

Location:

Indianapolis IN - Position requires In-office and remote days

Benefits
Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical Dental and Vision Plans Paid Time Off (PTO) and Holidays Short- and Long-term disability life insurance 7% match dollar for dollar 401(k) voluntary programs discount programs others.

• 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 departments 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

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

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