CONTACT CENTER PRODUCTION SUPERVISOR

Our Blood Institute is actively looking for a Contact Center Production Supervisor who is responsible for leading day-to-day outbound operations within the call center, ensuring high-quality donor interactions, optimizing outbound calling efforts, and leveraging Five9 technology to support organizational goals. This role requires strong leadership, the ability to drive performance, and proficiency in call center tools, particularly the Five9 dialer system. The Supervisor will coach and support agents while managing workflows, maintaining performance standards, and fostering a culture of accountability and mission-driven service. Salary: Competitive salary based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year! Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc. Days: Monday through Friday (some weekends) Hours: 8:00 a.m. to 5:00 p.m. (may vary) Qualifications: Minimum 2 years of supervisory or team lead experience in a contact center environment Hands-on experience with the Five9 dialer system including setup, monitoring, reporting, and agent assignment. Strong organizational, analytical, and time management skills Proven ability to coach, mentor, and develop staff Excellent verbal and written communication skills Ability to adapt in a fast-paced, mission-driven work environment Experience in blood banking, healthcare, or nonprofit organizations is a plus Preferred Qualifications: Advanced proficiency with Five9 features, reporting tools, and campaign optimization Experience working with HemaConnect or similar donor management systems Experience in leading or supporting projects, process improvements, or operational initiatives Experience managing outbound calling campaigns in a high-volume contact center Strong working knowledge of performance metrics, KPIs, and workforce optimization strategies Experience in donor recruitment, donor relations, or mission-driven outreach environments Demonstrated ability to collaborate across departments and support change initiatives Primary Responsibilities: Analyze daily inventory, previous production, and upcoming appointments to determine calling strategy and assign lists to agents accordingly. Prepare for and lead daily pre-shift meetings in coordination with the Contact Center management team. Utilize the Five9 dialer system to manage, monitor, and optimize outbound campaign performance. Track individual and team production to ensure minimum performance benchmarks are met; correct improper coding and provide timely feedback. Adjust agent assignments and call strategies throughout the day based on production metrics and projected needs. Counsel and document underperforming agents, providing formal reports and recommendations to the Contact Center Manager. Acknowledge and celebrate top-performing agents to build morale and reinforce excellence. Work closely with the management team to ensure adequate staffing and appointment coverage across all collection sites. Ensure scheduling meets minimum appointment thresholds for daily success and proactively report shortfalls to leadership with recommended solutions. Support agents in resolving donor inquiries, objections, or issues during outreach. Uphold data integrity by ensuring proper use of dialer codes, outcomes, and contact procedures. Maintain real-time awareness of team performance and operational issues; escalate concerns as needed. Monitor and document a minimum of three calls per agent per month, providing coaching and documentation for ongoing development. Keep accurate records of PTO, call-ins, late arrivals, and ensure team schedules support coverage goals. Promote a culture of safety, compliance, and high ethical standards in all team communications and interactions. Represent the mission of the organization with professionalism, energy, and integrity. Perform additional duties as assigned by the Contact Center Manager or Director. Click the link below to learn fun facts about working for Our Blood Institute #J-18808-Ljbffr