Supervisor, Call Center Performance

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best.
Are you ready to be part of the world's largest humanitarian network? Join us—Where your Career is a Force for Good! Job Description: Why Choose Us? As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world.
We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs.
At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services.
If you share our passion for helping people, join us in this excellent career opportunity.
Work where your career is a force for good.
At the American Red Cross, you have a direct impact on a meaningful mission.
When you join our team, you can help save lives every day.
You’ll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.
Standard Schedule: Tuesday, Wednesday, and Thursday 10:30am – 8:30pm, Friday 10am – 6pm and Saturday from 10am, -2pm( Days Off Sunday & Monday ) What You’ll Do: 1.
Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.
2.
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 call period as required to maximize production.
3.
Responsible for monitoring individual service 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 service agents according to identified needs.
4.
Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner.
5.
Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.
6.
Perform other related duties as assigned.
What We Need From You: Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent is required.
Minimum three years of proven sales and/or telemarketing experience indicating consistent record of achieving established goals.
Includes a minimum of one year supervisory experience; preferably in a call center or blood banking environment.
Strong organizational and problem solving skills, the ability to work independently and under pressure.
Ability to work in a fast paced call center environment required.
Effective verbal and written communication skills are required.
Intermediate level computer skills with Microsoft Office applications in a Windows environment are required.
What’s In It For You? We take care of you, while you take care of others.
As a mission-based organization, we believe our team needs great support to do great work.
Our comprehensive benefits help you in balancing home and work.
With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.
Medical, Dental Vision plans Health Spending Accounts & Flexible Spending Accounts PTO + Holidays 401K with 5% match Paid Family Leave Employee Assistance Disability and Insurance: Short + Long Term Service Awards and recognition Apply now! Joining our team will provide you with the opportunity to make a difference every day.
The American Red Cross is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Interested in Volunteering? Life’s emergencies don’t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering.
You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents.
The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.
Visit redcross.
org/volunteertoday to learn more, including our most-needed volunteer positions.
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