Team Lead Contact Center

Versiti, Inc.•Indianapolis, IN

8d•Hybrid

About The Position

Versiti is hiring a Team Lead for its Contact Center in Indianapolis, Indiana. The role provides coaching and ongoing development for Contact Center associates, serves as a liaison between staff and leadership, and backs up management with some supervisory tasks. The Team Lead also supports donor recruitment and appointment reminders, handles channel assignments and special event needs, interprets reports, and performs administrative duties that support department operations. This role requires both in-office and remote workdays and is not fully remote. The schedule is 11:30 AM to 8:00 PM Monday through Thursday, 8:30 AM to 4:30 PM Friday, and includes a Saturday rotation. Versiti describes the role as offering predictable schedules, paid training, and growth opportunities. Compensation details are provided during the phone screening. Full-time regular employees are eligible for the benefits package described in the posting.

Requirements

High school diploma or equivalent.
Customer service experience.
Call Center experience is required.
Excellent verbal and written communication skills.
Good attention to detail and accuracy.
Results-oriented approach.
Organizational skills and ability to prioritize tasks.
Persuasion skills and ability to handle opposition.
Ability to multitask and proactively communicate progress and obstacles.
Strong interpersonal skills and relationship-building ability.
Proficient computer skills, including Microsoft Office, and ability to learn job-specific applications.

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.
Manage channel assignments and special event needs, including appeals related to shortages, community crises, or specific blood-type needs.
Recruit donors by promoting opportunities to donate with Versiti Blood Centers.
Make reminder calls to donors about appointments for media and special-event drives.
Interpret reports and accurately communicate results to staff.
Perform administrative and clerical duties, including updating donor profiles and data entry.
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 duties such as daily huddle boards, department materials, campaigns, and contests.
Perform other duties as assigned and comply with all policies and standards.