Overview

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Under the direction of the Contact Center Training & Quality Manager, the Contact Center Specialist assists in the daily overall operation of donor recruiting activities. The primary focus is to monitor and score calls, chats, and social media responses for agents. In addition, this role will analyze reports track recruiting trends, and make recommendations to call center leadership to improve recruiting performance.

Responsibilities

• Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
• Assists in the development of the quality programs and makes edits, as needed
• Leads individual and group coaching sessions with agents to improve scores/performance
• Monitors and reviews employee performance to ensure productivity and exceptional performance
• Keeps management informed of daily operations and issues
• Provides input, suggestions, and ideas for effective customer-service and donor retention programs.
• Creates, edits, and utilizes quality scorecards
• Meets operational recruitment and collection goals for donor centers for whole blood, platelets, plasma and dual red cell
• Ensures processes are followed effectively and efficiently to maximize productivity; intervene and assists in resolving operational problems
• Identifies trends or opportunities and make recommendations for changes and/or improvements
• Creates, updates, and maintains resource material
• Creates, updates, and maintains scripts for calls and recordings, working in conjunction with Donor Marketing and Donor Group Recruiting
• Maintains contact center intranet page(s)
• Responsible for proactively communicating improvements needed
• Keeps management informed of daily operations and issues
• Responsible for assisting with training sessions, as needed
• (other duties as assigned)
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education

• High School Diploma required
• Associate's Degree preferred

Experience

• Strong customer service experience required
• 1-3 years Minimum 2 years contact center experience required
• Outbound or sales experience preferred
• Experience in monitoring contact center calls preferred
• Previous coaching and/or presentation skills required

Knowledge, Skills and Abilities

• Advanced (“Power User”) Microsoft Office Suite required
• Excellent oral and written communication skills, specifically with interactions over email, documentation, and speaking to the team required
• Excellent editing and proof-reading skills required
• Excellent problem-solving and service recovery skills required
• Excellent organizational skills required
• Proven ability to multi-task, while maintaining attention to detail required
• Proven ability to maintain confidentiality required
• Proven ability to identify “waste” and improve processes required
• Strong initiative and self-directed required
• Demonstrated success in a changing environment required
• Demonstrated leadership skills required
• Experience in achieving predefined measurable results required
• Experience in developing and implementing processes required
• Experience in training on computers and technical procedures required
• Experience in creation and execution of validation plans, change control, tracking and data analysis to support process improvement and quality initiatives preferred preferred

Tools and Technology

• Personal Computer (desktop, laptop) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required