Call Center Team Lead

JOB REQUIREMENTS: Join a team dedicated to saving lives every single

daythat\'s what working at The Community Blood Center (CBC) is really

all about. If you have strong leadership skills, a passion for achieving

goals, and experience in a fast-paced environment, we encourage you to

apply! Your work will save lives! JOB SUMMARY: Responsible for guiding

and supporting a team of Telerecruiters in achieving donor engagement

and collection goals. This role requires strong leadership, effective

communication, and a customer-focused mindset. The Team Lead fosters a

positive and productive work environment, provides coaching and

development, and ensures operational excellence through problem-solving,

adaptability, and technical proficiency. SCHEDULE: Position is regularly

scheduled to work evening shifts to provide leadership coverage during

PM operating hours in addition to rotating weekend coverage. ESSENTIAL

DUTIES AND RESPONSIBILITIES (other duties may be assigned): Leadership &

Team Management Motivate, guide, and inspire Telerecruiters to meet

individual and team performance goals. Set clear expectations, provide

constructive feedback, and foster a collaborative culture. Conduct

regular performance evaluations and use incentive programs to drive

engagement. Training & Development Deliver comprehensive training for

new hires and ongoing development for existing staff. Identify skill

gaps and provide targeted coaching to improve performance and

confidence. Communication & Active Listening Communicate clearly and

effectively with team members, donors, and leadership. Practice active

listening to understand concerns and provide appropriate support.

Customer Service & Empathy Ensure high-quality donor interactions by

monitoring calls and providing feedback. Demonstrate empathy and

emotional intelligence in all communications to build trust and loyalty.

Problem-Solving & Resilience Quickly identify and resolve operational

issues, donor concerns, and performance challenges. Maintain composure

under pressure and adapt to changing priorities and technologies.

Scheduling & Inventory Oversight Monitor donor schedules and product

inventory to prioritize outreach efforts. Coordinate with fixed sites

and mobile operations to optimize appointment scheduling. Technical

Proficiency & System Management Utilize department software to manage

schedules, donor communications, and reporting. Create and send voice

blasts, text messages, and emails as needed. Operational Support &

Organization Assist with campaign planning, staff scheduling, reporting,

and documentation updates. Maintain organized reference materials and

ensure team access to current procedures. Team Engagement & Meetings

Help plan and lead team meetings to share updates, celebrate successes,

and address challenges. Data Management & Issue Resolution Research

escalations and data discrepancies; provide timely feedback and

solutions. Support data entry, donor profile management, and report

generation. Donor Outreach & Appointment Scheduling Make outbound calls

and schedule donor appointments based on availability and convenience.

Accurately document call outcomes and maintain donor records. Compliance

& Continuous Improvement Adhere to all organizational policies, SOPs,

and safety protocols. Stay informed through training sessions, team

meetings, and relevant publications. \*\*\*\*\* OTHER EXPERIENCE AND

QUALIFICATIONS: JOB QUALIFICATION REQUIREMENTS: The ideal candidate for

the position will demonstrate a strong blend of leadership, technical

proficiency, and interpersonal skills necessary to support a

high-performing contact center team. Key qualifications include: Proven

ability to direct, organize, implement, and evaluate daily departmental

operations to meet established goals and performance standards.

Proficiency in CRM systems, as well as Microsoft Excel, Word, and

Outlook. Consistently maintains a professional demeanor and pholds the

highest standards of confidentiality regarding donor and organizational

information. Exceptional organizational skills and strong oral and

written communication abilities. Demonstrates flexible interpersonal

skills, with the ability to adapt to team dynamics and support diverse

personalities. Solid data entry and computer skills, with attention to

accuracy and efficiency. High school diploma or equivalent required;

Associate degree preferred. Ability to lift up to 25 pounds

occasionally, as needed for operational support. \*\*\*\*\* APPLICATION

INSTRUCTIONS: Apply Online:

https://www.communityblood.org/current-openings/contact-management-center-team-lead/