Contact Center Team Leader (Includes Selling) jobs in Indianapolis, IN

Overview

Position Summary

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

• High School Diploma or equivalent required

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

• 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

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