Manager, Contact Center (23652)
Lifestream San Bernardino
POSITION SUMMARY
This position is responsible for managing the daily contact center operations to ensure each Contact Center Agent achieves individual and team goals. Establishes contact center production goals aligned with LifeStreams marketing strategies and corporate goals for growth.The Manager, Contact Center closely monitors the hourly/daily/weekly performance of each agent to forecast progress towards monthly collection goals for each assigned location (this includes centers and mobile drives) and implements appropriate corrective actions and course corrections when necessary.
The Manager clearly communicates the goals, objectives, and expectations for the department and provides timely coaching and feedback to ensure achievement of goals. Ensures each agent creates an exceptional donor experience through all forms of communication (inbound calls, outbound calls, predictive dialer calls, two-way texting).
Responsible for the daily administration of the predictive dialer and the generation and utilization of calling lists to their fullest recruitment potential. Responsible for meeting or exceeding daily and monthly recruitment goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.- Responsible for departmental achievement of strategic goals, including:
- Donor appointments, by donor center and mobile operation
- Show rates by donor center and product
- Customer service satisfaction
- Establishes contact center production goals aligned with LifeStreams marketing strategies and corporate growth goals. Daily and weekly goals are established for each donor center and assigned mobile blood drive.
- Manages the predictive dialer pace; oversees the daily production workload and workflow to ensure Contact Center Agents achieve hourly, daily, weekly and monthly goals for each center and mobile drive assigned.
- Closely monitors the hourly/daily/weekly performance of each agent to forecast progress towards monthly collection goals for each assigned location (this includes centers and mobile drives) and implements appropriate corrective actions and course corrections when necessary.
- Oversees the generation of call/text campaign lists by Agent; responsible for making adjustments to calling/texting campaigns, including updating scripts in conjunction with Marketing, based on the inventory needs of the organization.
- Ensures each agent creates an exceptional donor experience through all forms of communication (inbound calls, outbound calls, predictive dialer calls, two-way texting, etc.).
- Directs all management functions for the team, including, but not limited to, interviewing/hiring, training, coaching, evaluating, and disciplining to ensure a well-qualified team and to enhance operational success.
- Communicates the goals, objectives, and expectations for the department and provides timely coaching and feedback to ensure achievement of goals.
- Manages the statistical reporting within the department. Reports produced include individual and departmental performance, comparisons from year-to-year / month-to-month, and monitoring of production in order to project and predict future production. This analysis may often be used for departmental planning as well as personnel development plans.
- Performs other duties as assigned. CUSTOMER
INTERACTION/PROBLEM-SOLVING
Must deal with internal and external customers/team members in a courteous, professional, and timely manner. Takes responsibility for problems and maintains a helpful and friendly attitude, and is responsive to customer needs. Represents the organization to vendors and the public in a positive and professional light.
COMPLEXITY
Work involves mostly duties that involve related steps, rocesses, or methods, requiring the employee to make choices and recognize differences in a few easily recognizable situations, such as differences in fact, sources of information, or kinds of transactions or entries.Occasionally, work includes various duties involving different and unrelated processes and methods. Decisions on what needs to be done require analysis of the subject in each assignment, and chosen courses of action may be selected from several alternatives.
Work involves conditions and elements that must be analyzed to identify interrelationships.
NATURE AND EXTENT OF SUPERVISION PROVIDED TO THE POSITION
Overall, objectives and resource allocations are determined by the Supervisor, providing broad administrative direction, with assignments given in terms of broadly defined missions or functions. Employee plans, designs and carries out programs, projects, studies, or other work independently.Results are considered technically sound by virtue of the employees expertise, and are generally accepted with review only for conformity to objectives, contribution to program goals, or advancement of technological understanding.
QUALIFICATION REQUIREMENTS
To perform this job successfully, each essential duty (as identified above) must be performed satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
SUPERVISORY KNOWLEDGE, SKILLS, and ABILITIES (if applicable)- Ability to identify needed changes in procedures, practices, goals, direction, or structure of the department and/or organization, and to promote and implement these changes effectively in a timely manner.
- Ability to ensure that departmental budgets are followed and objectives are met by establishing a process to effectively monitor resources and progress.
- Ability to work with others to achieve departmental and/or organizational goals and objectives.
- Ability to empower employees to utilize their abilities and talents effectively.
- Ability to work effectively to improve the skills of employees by providing clear behaviorally, specific and helpful performance feedback, by effective coaching and mentoring, and by provi
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