Manage, motivate, and direct Contact Center resources including Supervisors and Agents towards achieving assigned Whole Blood 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, including assisting mobile drives, as needed.

• 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
• Prepare various reports.
• Must work flexible hours including nights and weekends as needed
• Make recommendations for improvement on organizational processes.
• Attends conferences, seminars, as required.
• Makes recommendations to improve business unit practices and processes.
• Any related duties as assigned.

Education:

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

Experience:

Minimum of five years of progressively responsible experience in sales and/or telemarketing environment required.

Ability to analyze problems and implement solutions appropriately is required.

Ability to work in team environment.

Proficient in Microsoft Office

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.

Travel up to 25%

Requirements:

Working knowledge of state and federal regulations

Working knowledge of Donor Management Systems

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

Ability to lead and achieve business goals consistently.

Ability to motive a diverse workforce with varying schedules.

The proposed salary for this position is: $83,260

Founded in 1979, Rhode Island Blood Center (RIBC) has served Rhode Island and the New England area for more than 45 years, delivering more than 90,000 lifesaving blood products annually to 50+ hospitals, EMS and healthcare partners. RIBC is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe’s Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. RIBC serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit ribc.org. Connect with us on Facebook, X, Instagram, and LinkedIn.