at Heartland Blood Centers in Aurora, Illinois, United States
Job Description
Contact Center Specialist
Job Locations
US-IL-Aurora
ID
2024-10033
Category
Customer Service and Support
Position Type
Full Time
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 preferredTools and Technology
Personal Computer (desktop, laptop) required
Microsoft Office... For full info follow application link.
We embrace and encourage diversity in our workforce.
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
We participate in eVerify.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
We are a tobacco/smoke-free workplace.
