Inbound Contact Center Supervisor jobs in Narragansett, RI

Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Supervisor Quality Contact Center-Enterprise
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview

    In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

     

    For more information about a career with us, please watch the video below:

    “Career in Blood” video

    Responsibilities

    The Quality Supervisor for the Call Center is responsible for ensuring the delivery of high-quality services and adherence to established standards within the blood donation call center. The Quality Supervisor is tasked with monitoring call interactions, conducting evaluations, providing constructive feedback, and implementing programs to enhance the performance of call center agents.

    Responsibilities:

    • Implement and maintain quality assurance programs to evaluate call interactions, ensuring compliance with standard operating procedures and donor acquisition guidelines.
    • Monitor call center agents' performance through call recordings, live call monitoring, and other evaluation methods.
    • Conduct regular coaching sessions with call center supervisors and agents to provide feedback on their performance, offering guidance for improvement, and recognizing exemplary work.
    • Collaborate with the training department to develop and deliver ongoing training programs aimed at enhancing the knowledge and skills of call center agents.
    • Analyze call center data and performance metrics to identify trends, opportunities for improvement, and areas of excellence.
    • Implement corrective action plans as needed to address performance gaps and ensure adherence to established quality standards.
    • Work closely with the contact center's management team to communicate performance updates, challenges, and proposed solutions.
    • Participate in regular meetings and provide input on strategies to improve donor recruitment and retention efforts.
    • Foster a positive and motivational work environment that encourages teamwork, open communication, and a commitment to achieving goals.
    • Maintain up-to-date knowledge of blood donation protocols, industry regulations, and best practices to ensure compliance and continuous improvement.
    • Handle escalated donor inquiries or complaints and address them with empathy and professionalism.
    • Collaborate with the IT department to address any technical issues related to call center systems or software.
    • Ensure the call center operates efficiently, meeting service level agreements and donor satisfaction

    Qualifications

    Education:

    Bachelor’s degree in business administration, Education, Training, Communications, or a related field

     

    Experience  

    4 years of proven experience in a call center couple with at least 1 year in a supervisory or lead role, preferably in blood donation or healthcare services.

     

    Knowledge:

    Working knowledge of state and federal regulations

    Working knowledge of Donor Management Systems

    Working knowledge of training systems

    Strong understanding of call center operations and best practices.

    Knowledge of blood donation regulations and industry standards is an advantage.

    Strong knowledge of quality assurance principles and call center metrics.

    Proficient in Microsoft Office

     

    Travel:

    Up to 15%

     

    Skills & Abilities:

    Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

    Ability to lead and achieve business goals consistently.

    Ability to analyze problems and implement solutions appropriately is required.

    Ability to work in a team environment.

    Excellent coaching, mentoring, and leadership skills.        

    Effective verbal and written communication skills, including training, presentation and negotiating skills are required.

    Strong organizational and problem-solving skills, and the ability to work independently and under pressure are required.

     

    This role requires an on-site presence at any of these NYBCe locations three days per week: New York, NY; Newark, DE; Providence, RI; Kansas City, MO ;St Paul, MN. 

     

    The proposed hiring rate for Supervisor Quality Contact Center position is $64,620.00/year.  Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.

  • 19 Days Ago

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Contact center
  • Veterans Sourcing Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • C&L Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • Axelon Services Corporation
  • Johnston, RI FULL_TIME
  • Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
  • 1 Month Ago

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Contact center
  • Careerbuilder-US
  • Johnston, RI FULL_TIME
  • Description : This department handles incoming calls in regards to Education finance loans, this contract will be throughout the peak processing time period for this dept. The contractor will be respo...
  • 1 Month Ago

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Apheresis Contact Center Manager, Enterprise
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode B...
  • 21 Days Ago

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0 Inbound Contact Center Supervisor jobs found in Narragansett, RI area

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Director of Adult Services
  • The J Arthur Trudeau Memorial Center
  • Warwick, RI
  • As the Director of Adult Services, you will assist the Vice President with the leadership and direction of the agency's ...
  • 3/28/2024 12:00:00 AM

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The Birthing Center Flex Registered Nurse
  • Newport Hospital
  • Newport, RI
  • Position: Registered Nurse-Labor and Deliver For additional information please contact Maria at Malves11@lifespan.org Su...
  • 3/28/2024 12:00:00 AM

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BSC Customer Service & Retail Sales Associate
  • CABVI
  • Newport, RI
  • Job Description Job Description CABVI at the Island Express BSC is seeking a Customer Service and Retail Sales Associate...
  • 3/27/2024 12:00:00 AM

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Safety and Security Officer
  • Salve Regina University
  • Newport, RI
  • Job Description: A University Safety and Security Officer will promote lawful behavior and protect the welfare of studen...
  • 3/27/2024 12:00:00 AM

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Call Center Representative ($22/hr)
  • Company Confidential
  • Fairhaven, MA
  • Job Description Job Description Call Center for Primary Care Office looking for candidate with call center/healthcare ex...
  • 3/26/2024 12:00:00 AM

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Retail Customer Service Team Member
  • Michaels Stores, Inc.
  • Jewett City, CT
  • Store - LISBON, CT Deliver friendly customer service, help customers shop our store and find what they're looking for. E...
  • 3/26/2024 12:00:00 AM

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Assistant Director of Adult Services
  • Newport Mental Health
  • Middletown, RI
  • Job Description Job Description WHO WE ARE… Newport Mental Health (NMH) is a progressive high-energy organization that u...
  • 3/25/2024 12:00:00 AM

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Education Coordinator for School Age Programs
  • Martin Luther King Community Center, Inc.
  • Newport, RI
  • Job Description Job Description Position Summary The Education Coordinator for School Age Programs, is responsible for s...
  • 3/25/2024 12:00:00 AM

Narragansett is a town in Washington County, Rhode Island, United States. The population was 15,868 at the 2010 census. However, during the summer months the town's population more than doubles to near 34,000. The town is colloquially known as "Gansett". The town of Narragansett occupies a narrow strip of land running along the eastern bank of the Pettaquamscutt River to the shore of Narragansett Bay. It was separated from South Kingstown in 1888, and incorporated as a town in 1901. For geographic and demographic information on the village of Narragansett Pier, which is part of Narragansett,...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$57,344 to $79,246
Narragansett, Rhode Island area prices
were up 1.6% from a year ago

Inbound Contact Center Supervisor in Utica, NY
All employees are part of one team and all supervisors are supes of that team.
January 17, 2020