Charlotte Supervisor, Call Center Performance

American Red Cross

1d

About The Position

Joining the American Red Cross is like nothing else. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. As you dedicate yourself to caring for others, you are embraced with generous compensation and benefits, and you become part of a community that cherishes and values you both professionally and personally. Where Your Career is a Force for Good!

Requirements

• Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent is required.
• Minimum three years of proven sales and/or telemarketing experience indicating consistent record of achieving established goals. Includes a minimum of one year supervisory experience; preferably in a call center or blood banking environment.
• Strong organizational and problem solving skills, the ability to work independently and under pressure.
• Ability to work in a fast paced call center environment required.
• Effective verbal and written communication skills are required.
• Intermediate level computer skills with Microsoft Office applications in a Windows environment are required.

Nice To Haves

• Experience with system Workday

Responsibilities

• Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.
• Ensures adequate staffing to meet call center objectives.
• Projects staffing needs and develops strategies to ensure call hours objectives are met.
• Initiates defined contingency actions during call period as required to maximize production.
• Responsible for monitoring individual service agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents.
• Utilize third party reviews to provide coaching.
• Identify and schedule training for service agents according to identified needs.
• Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner.
• Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.
• Perform other related duties as assigned.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level