Contact Management Center Team Lead

Join a team dedicated to saving lives every single day—that’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 Contact Center Representatives 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 Contact Center Representatives 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. 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. Research escalations and data discrepancies; provide timely feedback and solutions. Support data entry, donor profile management, and report generation. 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. 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 upholds 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. Ability to lift up to 25 pounds occasionally, as needed for operational support. BENEFITS AND PERKS Health, vision, and dental insurance coverage Health Savings Account (HSA) PTO/Sick Time Paid holidays 403(b) retirement savings plan with matching contributions Employee Assistance Program Discounted YMCA membership Disability and life insurance Regular employee forums and committees — everyone on our team has a voice! #J-18808-Ljbffr