Supervisor Quality Contact Center-Enterprise
New York Blood Center - New York City, NY
Apply NowJob Description
Overview 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. 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. 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. 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 regulationsWorking knowledge of Donor Management SystemsWorking knowledge of training systemsStrong 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. For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $73,430.00/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.
Created: 2024-04-06