What are the responsibilities and job description for the Supervisor, Contact Management Center position at The Community Blood Center?
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. In this role, you will oversee the day-to-day operations of
the Telerecruitment (TR) staff, ensuring efficient scheduling of
eligible donors. 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:
Supervises and oversees the day-to-day operations of Telerecruitment
staff. Plans, organizes, directs, and evaluates all activities relating
to the efficient scheduling of eligible donors both at mobile drives and
Donor Centers. Responsible for the achievement of the designated
collection goals. SCHEDULE: - Full-time position, 40 hours/week. -
Monday Friday, 11am 8pm and occasional Saturday hours as needed
ESSENTIAL DUTIES AND RESPONSIBILITIES (other Duties May Be Assigned)
Daily Operations & Team Leadership o Manage day-to-day TR team
operations, proactively addressing issues and ensuring consistent team
performance. o Provide direction, set performance expectations, and
ensure accurate data and reporting. Staff Development & Performance
Management o Recruit, train, and mentor team members, ensuring they meet
performance and quality standards. o Deliver regular feedback, coach for
growth, and conduct performance evaluations. Strategic Planning & Goal
Setting o Assist with developing long-term recruitment strategies,
budget planning, and collection projections. o Collaborate across
departments to align goals and assess community blood needs. Quality
Assurance & Training o Design and maintain a TR-specific quality
assurance program. o Conduct regular call reviews and train staff on
best practices and campaign messaging. Team Communication & Engagement o
Facilitate regular team check-ins and lead monthly staff meetings to
ensure alignment and morale. Script Development o Write, revise, and
tailor call scripts for specific donor campaigns and initiatives.
Reporting & Data Analysis o Generate and evaluate reports to monitor
effectiveness, identify trends, and drive performance improvements.
Cross-Functional Collaboration o Coordinate with collection teams and
other departments to meet or exceed recruitment goals. Regulatory
Compliance o Maintain up-to-date departmental SOPs in compliance with
FDA, AABB, and other regulatory agencies. Professional Development o
Stay current with industry trends through ongoing training, education,
and professional development. Policy Adherence o Follow all policies
outlined in the CBC Employee Handbook, SOPs, and other internal
directives. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS: JOB
QUALIFICATION REQUIREMENTS: Bachelor\'s degree preferred or equivalent
professional experience. Proven experience in call center operations,
including CRM systems and call center software. Experience or
familiarity with blood donor recruitment and blood banking preferred.
Strong leadership, team development, and coaching skills. Ability to
manage multiple projects, meet deadlines, and maintain high accuracy.
Excellent customer service, public relations, and interpersonal
Communication Skills. Sales Or Customer Engagement Experience Preferred.
Proficient in Microsoft Office (Excel, Word); analytical and reporting
skills a plus. Ability to work independently and demonstrate initiative.
Strong problem-solving and conflict resolution abilities. Professional
demeanor with a donor- and team-focused attitude. Must hold a valid
Wisconsin driver\'s license. Occasionally required to lift up to 35
pounds. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.communityblood.org/current-openings/supervisor-contact-management-center/
daythat\'s what working at The Community Blood Center (CBC) is really
all about. In this role, you will oversee the day-to-day operations of
the Telerecruitment (TR) staff, ensuring efficient scheduling of
eligible donors. 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:
Supervises and oversees the day-to-day operations of Telerecruitment
staff. Plans, organizes, directs, and evaluates all activities relating
to the efficient scheduling of eligible donors both at mobile drives and
Donor Centers. Responsible for the achievement of the designated
collection goals. SCHEDULE: - Full-time position, 40 hours/week. -
Monday Friday, 11am 8pm and occasional Saturday hours as needed
ESSENTIAL DUTIES AND RESPONSIBILITIES (other Duties May Be Assigned)
Daily Operations & Team Leadership o Manage day-to-day TR team
operations, proactively addressing issues and ensuring consistent team
performance. o Provide direction, set performance expectations, and
ensure accurate data and reporting. Staff Development & Performance
Management o Recruit, train, and mentor team members, ensuring they meet
performance and quality standards. o Deliver regular feedback, coach for
growth, and conduct performance evaluations. Strategic Planning & Goal
Setting o Assist with developing long-term recruitment strategies,
budget planning, and collection projections. o Collaborate across
departments to align goals and assess community blood needs. Quality
Assurance & Training o Design and maintain a TR-specific quality
assurance program. o Conduct regular call reviews and train staff on
best practices and campaign messaging. Team Communication & Engagement o
Facilitate regular team check-ins and lead monthly staff meetings to
ensure alignment and morale. Script Development o Write, revise, and
tailor call scripts for specific donor campaigns and initiatives.
Reporting & Data Analysis o Generate and evaluate reports to monitor
effectiveness, identify trends, and drive performance improvements.
Cross-Functional Collaboration o Coordinate with collection teams and
other departments to meet or exceed recruitment goals. Regulatory
Compliance o Maintain up-to-date departmental SOPs in compliance with
FDA, AABB, and other regulatory agencies. Professional Development o
Stay current with industry trends through ongoing training, education,
and professional development. Policy Adherence o Follow all policies
outlined in the CBC Employee Handbook, SOPs, and other internal
directives. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS: JOB
QUALIFICATION REQUIREMENTS: Bachelor\'s degree preferred or equivalent
professional experience. Proven experience in call center operations,
including CRM systems and call center software. Experience or
familiarity with blood donor recruitment and blood banking preferred.
Strong leadership, team development, and coaching skills. Ability to
manage multiple projects, meet deadlines, and maintain high accuracy.
Excellent customer service, public relations, and interpersonal
Communication Skills. Sales Or Customer Engagement Experience Preferred.
Proficient in Microsoft Office (Excel, Word); analytical and reporting
skills a plus. Ability to work independently and demonstrate initiative.
Strong problem-solving and conflict resolution abilities. Professional
demeanor with a donor- and team-focused attitude. Must hold a valid
Wisconsin driver\'s license. Occasionally required to lift up to 35
pounds. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
https://www.communityblood.org/current-openings/supervisor-contact-management-center/
