Manager of Telerecruitment & Customer Care

Overview

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.

Responsibilities

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Manages the daily operations of Telerecruitment and Customer Care functions, ensuring effective staffing, scheduling, workflow management, service levels, quality standards, and operational performance
• Leads, develops, and supports supervisors and team members through coaching, performance management, recognition, training, and employee development initiatives
• Directs the execution of donor recruitment campaigns and outreach activities in partnership with Marketing and department leadership to support donor engagement and collection goals
• Oversees Customer Care operations, including donor inquiries, case resolution, escalations, service recovery, online chat, and other digital donor interactions to ensure a positive donor experience
• Monitors and analyzes operational performance metrics, donor feedback, and key performance indicators to identify trends, improve processes, address barriers, and drive continuous improvement
• Establishes and maintains service, quality, and donor experience standards across all phone and digital communication channels
• Manages workforce planning and capacity strategies, including staffing models, scheduling, productivity expectations, attendance management, and recommendations regarding workforce needs
• Partners with Marketing, Operations, Analytics, and other stakeholders to align outreach efforts, optimize donor engagement strategies, and support organizational objectives
• Provides operational insights and recommendations regarding campaign effectiveness, donor response patterns, performance trends, and opportunities for process improvement
• Ensures supervisors and staff have the tools, resources, reporting, and support necessary to achieve departmental goals and maintain operational excellence.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree or equivalent from an accredited college or university; and five years management related experience; or equivalent combination of education, training and/or experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, ABILITIES AND SKILLS:

• 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 principles, 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 concepts, 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 high levels of 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, both verbally and in writing, with diverse audiences and at all levels of the organization
• Ability to make sound operational decisions, resolve complex problems, and effectively manage escalated donor and employee issues
• Ability to lead change initiatives, implement new processes, and drive continuous improvement efforts 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.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).  Tasks may involve some manual dexterity, visual acuity, hearing acuity, and extended periods of time at a keyboard or work station.

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. 

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.  The noise level in the work environment is usually moderate.