Charlotte Supervisor, Call Center Performance

Job Description:

Joining the American Red Cross is like nothing else. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole. When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. As you dedicate yourself to caring for others, you are embraced with generous compensation and benefits, and you become part of a community that cherishes and values you both professionally and personally.

Where Your Career is a Force for Good!

Key Responsibilities:

• 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.

• 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.

• 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.

• Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner.

• Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.

• Perform other related duties as assigned.

Standard Schedule:

Sunday 11:30am - 8pm, Monday - Thursday 12pm - 8:30pm (Friday & Saturday Off)

Pay Information:

• This position is a Grade 9 salary range with a Starting Salary of 52,800.00/ year

• Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

Qualifications:

• 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.

Preferred Skill:

Experience with system Workday

BENEFITS FOR YOU:

As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:

• Medical, Dental Vision plans

• Health Spending Accounts & Flexible Spending Accounts

• PTO: Starting 15 days a year; based on type of job and tenure

• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays

• 401K with up to 6% match

• Paid Family Leave

• Employee Assistance

• Disability and Insurance: Short + Long Term

• Service Awards and recognition

The American Red Cross is an Equal Opportunity 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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce.American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights