Contact Center Supervisor

Responsibilities:

Contact Center Supervisor Blood Bank of Delmarva Christiana Donor Center/Headquarters - Newark, DE Join Our Lifesaving Mission! Hybrid Position (3 Days In-Office, 2 Days Remote or as business needs allow) •Full Benefits•

Schedule:

Primarily Day Shift (e.g., 7:30 AM - 3:30/4:00 PM), with required availability for evening coverage, weekends, and on-call as needed The Contact Center Supervisor position is tasked with supervising the performance of Contact Center staff and directly oversee calling shifts to ensure achievement of production goals and metrics. Assist in the development, implementation, and evaluation of calling and service strategies. Oversee and monitor agents within Contact Centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for productivity and quality. This position is responsible for working closely with other departments, including Collections/Marketing/Inventory to ensure recruitment goals are achieved and exceeded. This position is considered "essential" during severe weather or emergency operation events. Supervision of assigned agents including, but not limited to, interviewing/hiring, training, coaching, evaluating, and disciplining to ensure a well-qualified team and to enhance operational success. Ensures adequate staffing to meet call center objectives. Projects staffing needs and develops strategies to ensure call hours objectives are met. Initiates defined contingency actions during the call period as required to maximize production. Responsible for monitoring individual agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents. Utilize third-party reviews to provide coaching. Identify and schedule training for agents according to identified needs. Utilize systems, reports, and resources productively to achieve objectives cost-effectively. Implement programs for leading and motivating agent to achieve recruitment organizational objectives and minimize turnover. Identifies operational problems, immediately corrects the problems, and works to prevent future recurrences. Works with support departments and supervisors to identify and solve problems. Performs daily administrative and leadership tasks, communicates department metrics daily, weekly, and monthly. Serves as a department resource by responding to questions from employees; handles escalated concerns that fall outside of the purview of the lead schedulers. Prepare various reports. Must work flexible hours including nights and weekends as needed. Makes recommendations to improve business unit practices and processes. Any related duties as assigned. Exemplifies BBD's Core Values and meets or exceeds customer service expectations.

Qualifications:

Education:

High School Diploma or equivalent

Related Experience:

5+ years of prior experience working in a call center. 2+ years leading or supervising a team of staff in a call center environment. 2+ years of experience working in the healthcare field, preferably in blood banking. 2+ years of experience using a CRM, preferred.

Preferred Qualifications:

A Bachelor's Degree in business, management, marketing, communications, or the equivalent combination of education and experience. Experience with Five9 Call Center Software, preferred.

Overview:

Founded in 1954, Blood Bank of Delmarva (BBD) has served the Delmarva Peninsula for 70 years, delivering nearly 90,000 lifesaving blood products annually to 40+ hospitals, EMS and healthcare partners. BBD is part of New York Blood Center Enterprises (NYBCe), which spans 17+ states and delivers one million blood products to 400+ U.S. hospitals annually. NYBCe additionally delivers cellular therapies, specialty pharmacy, and medical services to 200+ research, academic and biopharmaceutical organizations. NYBCe's Lindsley F. Kimball Research Institute is a leader in hematology and transfusion medicine research, dedicated to the study, prevention, treatment and cure of bloodborne and blood-related diseases. BBD serves as a vital community lifeline dedicated to helping patients and advancing global public health. To learn more, visit delmarvablood.org. Connect with us on Facebook, X, Instagram, and LinkedIn.