Call Center Team Lead Job at COMMUNITY BLOOD CTR INC in Appleton

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 Telerecruiters 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

• Full-time position, 40 hours/week.
• Monday – Friday, 11am – 8pm; Every other weekend rotation

Essential Duties and Responsibilities

Leadership & Team Management

• Motivate, guide, and inspire Telerecruiters 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 todirect, organize, implement, and evaluatedaily departmental operations to meet established goals and performance standards.
• Proficiency inCRM systems, as well asMicrosoft Excel, Word, and Outlook.
• Consistently maintains aprofessional demeanorand upholds the highest standards of confidentiality regarding donor and organizational information.
• Exceptionalorganizational skillsand strongoral and written communication abilities.
• Demonstratesflexible interpersonal skills, with the ability to adapt to team dynamics and support diverse personalities.
• Soliddata 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

We take care of our team — from competitive wages and valuable training to comprehensive benefits packages. This position offers:

• 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!