Manager of Telerecruitment & Customer Care

OneBlood•Orlando, FL

26d

About The Position

The Manager of Telerecruitment & Customer Care manages the day-to-day operations and performance of OneBlood’s Telerecruitment and Customer Care functions. The role ensures effective donor outreach, appointment generation, responsive customer service, and a positive donor experience. It translates departmental strategy into consistent execution through workforce management, performance coaching, quality standards, campaign execution, technology optimization, and vendor coordination. The manager uses operational and donor response data to improve productivity, conversion, service levels, and team effectiveness. The position leads and develops supervisors and team members, directs donor recruitment campaigns, oversees customer care across phone and digital channels, and establishes service and quality standards. It also manages workforce planning, analyzes performance and donor feedback, collaborates with internal stakeholders, and recommends operational improvements. The role requires a bachelor’s degree or equivalent and five years of management-related experience, or an equivalent combination of education, training, and experience. The work is regularly performed indoors in an environment without potential exposure to adverse conditions; noise is usually moderate. Physical demands include sedentary to light work, occasional handling of objects up to 20 pounds, manual dexterity and sensory acuity, and extended periods at a keyboard or workstation. Travel or commuting as needed with personal transportation may be required to conduct organizational business.

Requirements

Bachelor’s degree or equivalent from an accredited college or university and five years of management-related experience, or an equivalent combination of education, training, and experience.
Knowledge of telerecruitment, donor recruitment, customer care, and donor engagement practices, including whole blood, apheresis, HLA, rare donor, and appointment management programs.
Knowledge of workforce management principles, including staffing models, scheduling, productivity management, forecasting, and resource allocation.
Knowledge of applicable regulatory requirements, organizational policies, and operational procedures governing donor recruitment and customer service activities.
Knowledge of performance management concepts, key performance indicators, quality assurance practices, and continuous improvement methodologies.
Skill in leading, coaching, developing, and motivating supervisors and staff to achieve operational goals and maintain engagement and performance.
Skill in analyzing operational data, identifying trends, evaluating performance metrics, and developing recommendations to improve efficiency, effectiveness, and donor experience.
Skill in managing multiple priorities, allocating resources, and ensuring timely completion of departmental objectives in a fast-paced environment.
Ability to build and maintain effective working relationships with employees, leadership, donors, and cross-functional stakeholders.
Ability to communicate effectively, verbally and in writing, with diverse audiences and at all levels of the organization.
Ability to make sound operational decisions, resolve complex problems, and manage escalated donor and employee issues.
Ability to lead change initiatives, implement new processes, and drive continuous improvement across customer care and telerecruitment functions.
Ability to speak, read, write, and understand standard English.
Ability to travel or commute as needed with personal transportation to conduct organizational business.

Responsibilities

Manage daily Telerecruitment and Customer Care operations, including staffing, scheduling, workflow, service levels, quality standards, and operational performance.
Lead, develop, and support supervisors and team members through coaching, performance management, recognition, training, and employee development.
Direct donor recruitment campaigns and outreach activities in partnership with Marketing and department leadership.
Oversee customer care operations, including donor inquiries, case resolution, escalations, service recovery, online chat, and other digital donor interactions.
Monitor and analyze operational performance metrics, donor feedback, and key performance indicators to identify trends, address barriers, improve processes, and drive continuous improvement.
Establish and maintain service, quality, and donor experience standards across phone and digital communication channels.
Manage workforce planning and capacity strategies, including staffing models, scheduling, productivity expectations, attendance management, and recommendations regarding workforce needs.
Partner with Marketing, Operations, Analytics, and other stakeholders to align outreach, optimize donor engagement, and support organizational objectives.
Provide operational insights and recommendations about campaign effectiveness, donor response patterns, performance trends, and process improvement opportunities.
Ensure supervisors and staff have the tools, resources, reporting, and support needed to achieve departmental goals and maintain operational excellence.