donor site representative supervisor - St Paul, MN , USA, United States - Memorial Blood Centers

Description

Overview

Memorial Blood Centers (MBC.ORG), a division of Innovative Blood Resources ), has been saving and sustaining lives since 1948.

We supply blood and blood components, state-of-the-art laboratory services, and biomedical expertise to area healthcare partners, national blood centers, biotechnology companies, research institutions, and international clients.

Operating 10 donor centers and conducting hundreds of blood drives each month, we are proud to be an independent nonprofit that supplies over 30 area hospitals and more than a dozen air ambulances with life-saving blood-from our community, for our community.

Responsibilities


Summary:

This position oversees Donor Site Representatives and ensure that blood collection goals are met by checking in arriving donors and recruiting donors to IBR donor centers for future appointments.

To ensure a working environment for staff that is supportive and productive through recognition, feedback, coaching and development.


Location:
St. Paul Donor Centers


Job Responsibilities:

Provide leadership and supervision to Donor Site Representatives to ensure blood collection goals are met and customer service expectations are exceeded.

• Ensure staff are highly skilled, professional and provide exceptional customer service.
• Provide staff supervision, role model performance, customer service and service recovery.
• Direct supervision of 6-14 staff members.
• Provide training, supervision, and assimilation of new team members; ensure incumbent team members are properly trained and competent.
• Ensure high performance standards are set and met for team members, included but not limited to rebooking rates, show rates, scheduling appointments, apheresis recruitment/conversions, and customer service.
• May be involved in the hiring process.

Provide consistent application of Innovated Blood Resources policies and procedures. Provides a productive and supportive work environment that result in engaged staff.

• Working in partnership with managers and other supervisors providing recognition, coaching, feedback, mentoring and development of assigned staff both formally and informally.

Daily administrative tasks:

• Provide departmental and individual stats.
• Organize departmental meetings.
• Complete payroll, PTO approval and scheduling.
• Assigns reminder calls and call lists provided by Donor Outreach

Support and work to achieve the organizational mission and vision and operating goals.

• Ensure team members understand the importance of their work. Set individual and team goals and ensure the achievement of key departmental results.
• Works collaboratively with other Collections leaders and Donor Outreach team
• Operational flexibility is required to meet sudden and unpredictable needs.

Identify operational problems, immediately correct the problem and work to prevent recurrences.

• Work with support departments and other supervisors to identify and solve common problems.
• Review, respond to, and address customer service issues

Ensure accurate and timely deviations. Assists manager with SOP development, internal audits, and quality functions as requested.

Benefits:

Full Benefits Including:
Medical, Dental, Vision, PTO, EST, and Retirement Plan

Qualifications


Education:
High school diploma or equivalent


Experience:
Three years of telemarketing and customer service experience, with one year experience providing work direction to others


License:
Valid Driver's License


Other:
Ability to organize and prioritize

Basic computer, typing skills and math skills

Excellent interpersonal communication skills

Accurate oral and written communication skills

Persuasive sales skills

Problem solving abilities