Call Center Operations Manager

Job Summary This role will manage daily donor center operations. This Is What You’ll Do Maintain compliance with all federal, state, and local regulations (e.g., FDA approved SOPs, OSHA, CLIA, GMP) to uphold production, safety, and quality standards. Assist with internal and external inspections conducted by regulatory agencies and customers. Collaborate on quality improvement initiatives, identifying process optimization opportunities and implementing best practices. Partner with departments to implement corrective and preventive actions (CAPA) and ensure timely resolution of identified issues. Promote Safety, Health, and Environmental policies; provide training, enforce practices, and mitigate unsafe conditions within the center. Oversee preventive maintenance of donor center equipment and ensure the facility remains clean, neat, and well‑maintained. Safeguard the integrity of product and sample storage equipment; manage unsuitable product, prepare shipments, and mitigate equipment failures in compliance with SOPs. Support fiscal performance by assisting with production goals, operational cost control, and inventory management. Provide input on employee performance evaluations, development plans, and corrective actions, and collaborate on employment decisions (hiring, promotions, demotions, terminations). Foster a positive and inclusive culture aligned with core values, ensuring adherence to HR policies, benefits, ADA accommodations, and employee relations standards. Serve as a Designated Trainer by conducting job and certification training, assessing progress, and adapting methods to meet learning and regulatory needs. Maintain visible leadership through area walkthroughs, providing support to ensure productivity and address operational deficiencies. Cultivate strong donor relationships by fostering retention, referrals, and growth, resolving complaints, and supporting marketing and advertising initiatives. Manage scheduling, payroll records, and staff meetings to ensure efficient allocation of resources and organizational effectiveness. Perform other duties as assigned. Minimum Requirements This is What it Takes Bachelor’s degree preferred. 1‑3 years of operations and/or process management/supervisory experience preferred. 1‑3 years of people management required including recruiting, training, etc. Experience in fiscal management and budgeting practices preferred. Trained in all production areas. Required Certifications, Licenses, And Registrations N/A Knowledge, Skills, And Abilities Ability to function effectively in a fast‑paced environment with frequent interruptions. Experience working in a highly regulated industry preferred. Strong communication and organizational skills with excellent written, verbal, and interpersonal communication abilities. Proficiency with office software preferred. Physical Requirements Ability to sit or stand for extended periods. Ability to tug, lift, and pull up to thirty‑five (35) pounds. Ability to bend, stoop or kneel. Ability to enter an environment with a temperature of -40°C for short periods of time. Occupational exposure to blood borne pathogens. Ability to view video display terminal less than 18” away from face for extended periods of time. Ability to perform precise tasks that require repetitive small motor skills, such as drawing blood for diagnostic tests. Ability to use a computer and other office equipment. Ability to use assistive devices if needed for mobility or communication. Ability to work daytime and evening hours, weekends, holidays, extended shifts and periodically after hours. Ability to navigate the office environment safely, including stairs and elevators (if applicable). Ability to travel up to 20% via airplane and vehicle (if applicable). Do Satisfying Work. Earn Real Rewards And Benefits Formal training Outstanding plans for medical, dental, and vision insurance Health savings account (HSA) Flexible spending account (FSA) Tuition Reimbursement Employee assistance program (EAP) Wellness program 401k retirement plan Paid time off Company paid holidays Personal time #J-18808-Ljbffr