Team Lead Contact Center

Overview

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Under the direction of the Contact Center Supervisors/Mangers, this role will provide guidance, coaching, and assistance to the department associates while demonstrating the organization's core values and leading by example. Responsibilities also include routine Contact Center duties, such as donor recruitment of existing donors through any of the contact center channels. In addition, the role will execute data entry to keep donor profiles updated, reach out to other departments to find solutions, and ensure that policies, procedures, and protocols established for the organization and the department are followed. A Contact Center Team Lead is expected to be flexible and excel at a variety of roles and responsibilities. Team Leads act as a staff liaison and backup to management when Manager/Supervisors are not available.

Total Rewards Package

CompensationThe target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.BenefitsVersiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• Demonstrates Versiti core values and displays the highest level of customer service to internal/external customers
• Responsible for all channel assignments as well as special event needs, which includes special appeals related to general shortage, community crisis, blood type need, etc.
• Recruits donors by promoting the opportunity to donate with Versiti Blood Centers
• Makes reminder phone calls to donors regarding appointments set for media and or special event drives.
• Interprets reports to accurately communicate results to staff
• Performs administrative/clerical duties, as assigned, in order to complete tasks related to the department’s operation (ex. updating donor profiles, data entry)
• Assists new associates in becoming familiar with the position, including new hire training.
• Assists with on-going continuing education and development of staff
• Ensures Contact Center associates are present and productive; communicates concerns with supervisors
• Works with management to perform opening/closing duties
• Assists management in monthly coaching sessions to correct performance problems and achieve desired results.
• Perform some supervisory tasks in the absence of a supervisor, but will not deliver disciplinary action.
• Performs other departmental duties as required, such as assistance with daily huddle board, preparation of department materials, campaigns, contests, etc.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education

• High School Diploma or equivalent required

Experience

• Customer service experience required
• 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred

Knowledge, Skills and Abilities

• General understanding of Versiti mission and operation
• Excellent verbal and written communication skills
• Good attention to detail and accuracy
• Results-oriented
• Must be organized & understand how to prioritize tasks
• Proven persuasion skills with ability to handle opposition
• Ability to multi-task and proactively communicate progress/obstacles
• Strong intrapersonal skills and relationship-building
• Proficient computer skills (Microsoft Office) and ability to learn job-specific applications

Tools and Technology

• Personal Computer (desktop, laptop, tablet) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required