Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
At New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.
Manage, motivate, and direct Contact Center resources including Supervisors and Agents towards achieving assigned Apheresis production goals for NYBCe. Oversee and monitor agents within Contact Centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for customer service and donor interaction. Provides support to achieve the overall collection goals of the organization.
This role can report to any of these locations three days per week: New York, NY; Newark, DE; Providence, RI; Kansas City, MO ;St Paul, MN.
Education:
A bachelor’s degree in business, management, marketing, communications, or the equivalent combination of education and experience.
Experience:
A minimum of five years of progressively responsible experience in sales and/or telemarketing management required. Includes a minimum of three years of successful supervisory experience, preferably in a call center or blood banking environment.
Knowledge:
Working knowledge of state and federal regulations
Working knowledge of Donor Management Systems
Proficient in Microsoft Office
Travel:
Up to 25%
Skills and Abilities:
For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $94,610.00/year. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.