Team Lead Contact Center

Versiti•Indianapolis, IN

7d•Hybrid

About The Position

Versiti is hiring a Team Lead for its Contact Center in Indianapolis, Indiana. The position combines donor-support calls and related contact-center duties with coaching and support for Contact Center associates. The role serves as a liaison between leadership and staff, backs up management, assists with training and development, and may perform some supervisory tasks when a supervisor is absent, but does not deliver disciplinary action. The position requires both in-office and remote workdays and is not fully remote. The Team Lead provides professional service to donors, recruits donors for Versiti Blood Centers, makes appointment reminder calls, and supports special events and appeals. The role also includes interpreting reports, updating donor profiles, data entry, monitoring associate presence and productivity, assisting with opening and closing duties, coaching sessions, and other departmental activities. The listed schedule is 11:30 AM to 8:00 PM Monday through Thursday, 8:30 AM to 4:30 PM Friday, with a Saturday rotation. Versiti offers paid training and describes opportunities for growth. Compensation information is provided during phone screening based on location and qualifications.

Requirements

High school diploma or equivalent.
Customer service experience.
Strong verbal and written communication skills.
General understanding of Versiti’s mission and operations.
Attention to detail and accuracy.
Results-oriented approach.
Organization and task-prioritization skills.
Persuasion skills and ability to handle opposition.
Ability to multitask and proactively communicate progress and obstacles.
Strong interpersonal and relationship-building skills.
Proficiency with computers and Microsoft Office products.
Ability to learn job-specific applications and contact-center programs, including HemaTerra.
Reliability and a confident mindset.
Call Center experience is required.

Nice To Haves

1–3 years of multi-channel contact-center experience, including phone, email, and text.

Responsibilities

Demonstrate Versiti core values and provide a high level of customer service to internal and external customers.
Handle assigned contact channels and special-event needs, including appeals related to shortages, community crises, and blood-type needs.
Recruit donors by promoting donation opportunities with Versiti Blood Centers.
Make reminder calls to donors about appointments for media and special-event drives.
Interpret reports and communicate results accurately to staff.
Perform administrative and clerical tasks needed for department operations, such as updating donor profiles and entering data.
Help new associates become familiar with the position, including through new-hire training.
Assist with continuing education and staff development.
Ensure Contact Center associates are present and productive, and communicate concerns to supervisors.
Work with management on opening and closing duties.
Assist management with monthly coaching sessions to address performance problems and achieve desired results.
Perform some supervisory tasks when a supervisor is absent, without delivering disciplinary action.
Assist with departmental activities such as daily huddle boards, department materials, campaigns, and contests.
Perform other duties as assigned and comply with policies and standards.
Coach call center agents and act as a liaison between leadership and staff, serving as a backup to management.

Benefits

Paid training.
Growth opportunities.
Medical, dental, and vision plans for eligible full-time regular employees.
Paid time off and holidays for eligible full-time regular employees.
Short- and long-term disability insurance for eligible full-time regular employees.
Life insurance for eligible full-time regular employees.
401(k) with a 7% dollar-for-dollar match for eligible full-time regular employees.
Voluntary programs.
Discount programs.
Supportive supervisors and a team-oriented culture.
Predictable and consistent schedules.