Call Center Operations Manager

Job Summary This role will manage the daily donor center operations. What You’ll Do Maintain compliance with all federal, state, and local regulations (e.g., FDA approved SOPs, OSHA, CLIA, GMP) to ensure the highest production, safety, and quality standards. Assist with internal and external inspections, audits, and collaborate with departments to implement corrective and preventive actions (CAPA). Participate in quality improvement initiatives to enhance efficiency, optimize processes, and contribute to best practices. Promote and enforce Safety, Health, and Environmental policies; conduct safety training, mitigate unsafe conditions, and ensure a safe work environment. Oversee preventive maintenance of donor center equipment, ensuring operational readiness and facility cleanliness. Safeguard the integrity of product and sample storage equipment; prepare product shipments, manage unsuitable products, and mitigate equipment failures per SOPs. Support operational and fiscal goals by assisting with production targets, cost optimization, and inventory management. Provide input on employee performance management, including evaluations, improvement plans, and corrective actions, and support employment decisions such as hiring, promotions, and terminations. Foster a positive, inclusive culture within the center while ensuring adherence to HR policies, procedures, and employee relations practices. Act as a Designated Trainer, conducting on-the-job and certification training, assessing progress, and adapting teaching methods to regulatory and learner needs. Maintain visible leadership through area walkthroughs, provide assistance to ensure productivity and operational effectiveness. Cultivate positive donor relationships to encourage retention, referrals, and growth, while resolving complaints and supporting marketing initiatives. Manage scheduling, payroll records, and staff meetings to ensure efficient allocation of resources and productivity. Monitor and drive operational performance to Key Performance Indicators (KPIs), proactively addressing deficiencies and collaborating with leadership as needed. Perform other related duties as assigned. Minimum Requirements High School Diploma, or equivalent (GED) with 12 months applicable experience. 1 year of operations and/or process management/supervisory experience preferred. 1 year of people management preferred including recruiting, training, etc. 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. Excellent written, verbal, organizational, and interpersonal communication skills. Ability to work in a highly regulated industry is preferred. Proficiency with office software is preferred. Physical Requirements Ability to sit or stand for extended periods of time. Ability to tug, lift, and pull up to thirty-five (35) pounds. Ability to bend, stoop or kneel as necessary. 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 inches 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 travel up to 20% via airplane and vehicle (if applicable). Ability to focus and concentrate on tasks for extended periods. Ability to navigate the office environment safely, including stairs and elevators (if applicable). Benefits We’re widely known and respected for our benefits and for leadership that is supportive and hands‑on. Managers who truly want you to grow and excel. 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