About The Position
Versiti is seeking a Call Center Team Lead in Aurora, IL. This hybrid role offers stable hours, bi-weekly pay, paid training, and growth opportunities. The ideal candidate will have strong customer-service skills, a desire for career growth, and thrive in a positive, team-focused environment. The Team Lead will provide coaching to call center agents, act as a liaison between leadership and staff, and back up management when needed. Responsibilities include providing professional service on every call, following clear processes to support blood donor needs, and working with a supportive supervisor.
Requirements
- High School Diploma or equivalent required
- Customer service experience required
- Strong communication skills
- Comfort using computers and learning new systems
- Reliability and a confident mindset
- Call Center experience is required
- 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
Nice To Haves
- 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred
- General understanding of Versiti mission and operation
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
Benefits
- Medical
- Dental
- Vision
- PTO
- Holidays
- Short- and Long-term disability
- life insurance
- 7% match dollar for dollar 401(k)
- voluntary programs
- discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
