Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
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
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:
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.
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