Contact Center Supervisor

Blood Bank of Delmarva • Newark, DE

12d • Hybrid

About The Position

The Contact Center Supervisor position is tasked with supervising the performance of Contact Center staff and directly oversee calling shifts to ensure achievement of production goals and metrics. Assist in the development, implementation, and evaluation of calling and service strategies. Oversee and monitor agents within Contact Centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for productivity and quality. This position is responsible for working closely with other departments, including Collections/Marketing/Inventory to ensure recruitment goals are achieved and exceeded. This position is considered “essential” during severe weather or emergency operation events.

Requirements

• High School Diploma or equivalent
• 5+ years of prior experience working in a call center.
• 2+ years leading or supervising a team of staff in a call center environment.
• 2+ years of experience working in the healthcare field, preferably in blood banking.
• 2+ years of experience using a CRM, preferred.

Nice To Haves

• A Bachelor’s Degree in business, management, marketing, communications, or the equivalent combination of education and experience.

Responsibilities

• Supervision of assigned 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 the call period as required to maximize production.
• Responsible for monitoring individual 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 agents according to identified needs.
• Utilize systems, reports, and resources productively to achieve objectives cost-effectively.
• Implement programs for leading and motivating agent to achieve recruitment organizational objectives and minimize turnover.
• Identifies operational problems, immediately corrects the problems, and works to prevent future recurrences. Works with support departments and supervisors to identify and solve problems.
• Performs daily administrative and leadership tasks, communicates department metrics daily, weekly, and monthly. Serves as a department resource by responding to questions from employees; handles escalated concerns that fall outside of the purview of the lead schedulers.
• Prepare various reports.
• Must work flexible hours including nights and weekends as needed.
• Makes recommendations to improve business unit practices and processes.
• Any related duties as assigned.
• Exemplifies BBD’s Core Values and meets or exceeds customer’s service expectations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED