Supervisor Specialty DRCC

American Red Cross•Statewide, CA

4d•Onsite

About The Position

Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. 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, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. Where Your Career is a Force for Good! WHAT YOU NEED TO KNOW (Job Overview): Supervise call center staff, evaluate calls and grow the donor base to improve team performance and drive achievement of collection goals. Implement recruitment strategies and assist in analysis of operational data. Provide support, development and/or leadership guidance to all volunteers.

Requirements

Bachelor's degree required.
Minimum 3 years of related experience or equivalent combination of education and related experience required.
1 year of lead or supervisory experience.
Ability to work on a team.
Knowledge of group dynamics, direct sales, customer maintenance techniques, negotiation skills, and the ability to effectively implement programs is required.
Must possess excellent organizational skills and the ability to handle multiple priorities effectively, assimilate information quickly, analyze problems and recommend appropriate solutions.
Excellent verbal and written communication skills, including training and presentation skills is required.
Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).
Ability to use a personal computer and applicable software for sustained periods of time.

Responsibilities

Ensure achievement of goals with focus on multiple specialized product types and assist with budget planning to drive efficient utilization of financial resources.
Assist with donor base growth and retention, including educating community group and monitoring donor campaigns to ensure consistency and identify trends that impact productivity/goal achievement.
Determine and monitor calling priorities and assignments and initiate contingency actions during call shifts to ensure achievement of goals.
Monitor and evaluate individual telerecruiter calls against a defined set of standards, identifying and assigning training needs.
Supervise assigned staff, including performance evaluations, disciplinary actions and input into hiring and firing decisions, and providing coaching to telerecruiters according to identified needs.
Oversee the implementation of region, division and national recruitment plans and programs to ensure achievement of goals.
Serve as creative and operational resource to recruitment staff to support efficient, smooth collections operations.