Contact Center Manager

Education: Associates degree or equivalent experience

Licensure: None

Experience: 4 years sales, blood banking or other equivalent experience; plus 1 year supervisory

Sedentary Work – Sitting for extended periods with occasional walking and/or standing. Occasionally exerting up to 20 lbs. of force to lift or move objects.

SUMMARY OF DUTIES: Oversees and manages donor contact activities and donor retention programs.

Essential Job Functions:

• Manages and oversees donor contact activities to meet established goals and standards.
• Interviews, hires, trains, supervises, schedules, counsels, and evaluates donor contact staff.
• Assists with the development and implementation of strategies to increase awareness of the need for whole blood and platelet donations, donor recognition programs and special events.
• Manages the donor contact teams daily calling and assigns appropriate contact lists.
• Utilizes assigned donor list to contact and recruit volunteer blood donors, including face-to-face contact during donation as possible.
• Tracks, trends, and analyzes periodic contact center production reports.
• Submits to the Director of Recruitment and makes recommendations for improvement to operations.
• Makes appropriate database entries to record results of recruitment calls.
• Ensures that each donor is scheduled at the appropriate fixed site and at the appropriate donation interval.
• Returns calls from donors responding to recruitment calls.
• Maintains and updates database of volunteer blood donors.
• Meets established recruitment goals and standards.
• Coordinates the recruitment of donors for research platelet collections.
• Oversees the donor portal and assists blood donors as they access the system.
• Participates in activities to further professional development.
• Other duties as required to fulfill the organizations mission, vision, and values.