Job Information
Versiti Blood Center of IL Contact Center Team Lead in Aurora, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13398740
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 departments 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
Education
- High School Diploma or equivalent required
Experience
- Customer service experience required
- 1-3 years multi-channel, contact center experience preferred (phone, email, text) preferred
Knowledge, Skills and Abilities
- 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
Tools and Technology
- Personal Computer (desktop, laptop, tablet) required
- Microsoft Office products required
- Must learn contact center-specific programs (HemaTerra) required