Telerecruitment Supervisor Call Center

Job Summary Supervise the performance of telerecruitment staff and directly oversee calling shifts to ensure achievement of production goals and metrics for donor satisfaction. Assist in the development, implementation and evaluation of blood donor telemarketing strategies for the division. Perform all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable Federal, state and local regulations. Responsibilities 1. Responsible for the supervision of the telerecruitment staff including, but not limited to, interviewing/hiring,training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success. 2. Determine and monitor calling priorities and assignments for every calling shift to ensure achievement of defined advance appointment goals by location and fixed site to maximize blood drive efficiency. Initiate defined contingency actions during call shifts as required to maximize production. 3. Responsible for monitoring individual telerecruiters calls, evaluating calls against defined standards of performance, and providing coaching to telerecruiters. Utilize third party reviews to provide coaching to telerecruiters. Identify and assign training to telerecruiters according to identified needs. 4. Utilize systems, reports and resources productively through effective staff scheduling to achieve objectives in a cost-effective manner. 5. Implement programs for leading and motivating telerecruitment staff to achieve recruitment organizational objectives and minimize turnover. 6. Maintain donor call systems and applications to maximize caller efficiency. 7. Perform other related duties as assigned. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified. Scope Oversee and monitor telerecruiter agents within divisional call centers to achieve production standards for the number of calls and appointments, meeting defined levels of performance for customer service and donor interaction. Qualifications Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent is required. Minimum three years of proven sales and/or telemarketing supervision experience indicating consistent record of achieving established goals. Includes a minimum of one year preferably in a call center or blood banking environment. Strong organizational and problem solving skills, the ability to work independently and under pressure. Effective verbal and written communication skills are required. Excellent computer skills required. Competencies The duties and responsibilities mentioned in the job description are representative of the essential functions of the position. The performance management system incorporates competencies which are identified, discussed and evaluated in order to meet operational milestones and which are tied to job families and titles. Three types of competencies have been identified; Technical Competencies are job specific skills and methods, Core Competencies are the abilities and behaviors expected of all Biomedical Services employees, Leadership Competencies are specific abilities and behaviors required of those performing formal management roles or other leadership roles (i.e. Project Leaders). Management and staff should contact Human Resources for further de