Manager of Telerecruitment & Customer Care

OneBlood•Saint Petersburg, FL

15d

About The Position

Manages the day-to-day operations and performance of OneBlood's Telerecruitment and Customer Care functions, ensuring effective donor outreach, appointment generation, responsive customer service, and a positive donor experience. Translates departmental strategy into consistent execution through workforce management, performance coaching, quality standards, campaign execution, technology optimization, and vendor coordination. Uses operational and donor response data to improve productivity, conversion, service levels, and overall team effectiveness. The role leads and develops supervisors and team members, oversees donor recruitment campaigns and customer care across phone and digital channels, and works with Marketing, Operations, Analytics, and other stakeholders to support donor engagement and organizational objectives. It monitors performance and donor feedback, maintains service and quality standards, manages workforce planning, and recommends operational improvements. The position requires a bachelor's degree or equivalent and five years of management-related experience, or an equivalent combination of education, training, and experience. Work is regularly performed indoors in an environment with usually moderate noise and no stated potential exposure to adverse weather, atmospheric elements, or pathogenic substances. The role may require light physical effort, occasional handling of objects weighing up to 20 pounds, manual dexterity, visual and hearing acuity, and extended periods at a keyboard or workstation. Travel or commuting with personal transportation may be needed for 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, 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, 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 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 in partnership with Marketing and department leadership.
Oversee Customer Care, 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, and improve processes.
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 about workforce needs.
Partner with Marketing, Operations, Analytics, and other stakeholders to align outreach, optimize donor engagement strategies, and support organizational objectives.
Provide operational insights and recommendations on 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.