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SalaryOverview:
Candidates must be able to report to one of the following NYBCe locations :New Yor City, NY ,Providence Rhode Island, Newark Delaware, Kansas City Missouri, St. Paul Minneapolis.
Responsibilities include:
Qualifications:
Knowledge:
Skills & Abilities:
For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $168,462/year to $187,180.00/year . For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.
At New York Blood Center, one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.
Responsibilities:The position serves as a key member on the Enterprise donor marketing and donor recruitment team supporting Tele recruitment NYBCe role in achieving red blood cell and platelet collection goals. As an Executive Director of the Call Center, you will be responsible for the operations and performance of all tele recruitment and telemarketing resources across the enterprise. This includes regular monitoring of performance through available standards and metrics ensuring that the company’s goals and objectives are achieved.
Candidates must be able to report to one of the following NYBCe locations :New Yor City, NY ,Providence Rhode Island, Newark Delaware, Kansas City Missouri, St. Paul Minneapolis.
Responsibilities include:
Execute, collaborate, support and lead business imperatives to support all Donor Marketing/Recruitment Enterprise Initiatives.- Ensures all regulatory guidelines, practices, policies, and procedures are met and followed in the operational unit.
- Develops benchmarks and metrics to ensure appropriate staffing is utilized.
- Maintains open communication with staff, peers and partners with other operational senior executive directors to ensure all services within run smoothly.
- Partners to NYBC-E affiliates to define donor marketing strategy for organization, including donor segmentation strategies.
- Partners with NYBC-E affiliates to design and implement campaigns across multiple channels including direct sales, telemarketing, direct mail, e-mail and web.
- Partner with Divisional leadership, Planning and productions to create and adjust recruitment efforts.
- Serves patients by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Oversee a well-executed monitoring process that ensures a high level of quality.
- Partner with Donor Marketing/Recruitment in development of short and long-term business and strategic plans and organizational structure within the Call Center.
- Evaluate current reporting tools and performance measurements and make continuous improvements as needed.
- Foster a culture of open and honest communication with employees, peers and management.
- Conduct monthly internal review with call center managers.
- Management of the operational team’s performance.
- Proactively identify and resolve issues as well as participate in routine communications with donors to ensure complete satisfaction.
- Make recommendations and implement changes to improve service efficiency, while maintaining budget requirements.
Qualifications:
Education:
- Bachelor's Degree
Experience:
- 10 years previous experience in managing complex call centers including managerial/supervisory capacity which must include strategic and sales/marketing experience.
- Experience managing 3rd party vendors and remote teams.
Knowledge:
- Working knowledge of state and federal regulations.
- Working knowledge of Donor Management Systems.
- Working knowledge of Social Media platforms.
- Working knowledge MS office suites.
Skills & Abilities:
- Travel up to 20%
- Demonstrated operations and process leadership experience across multiple functional areas; Ability to lead in a matrix structure to achieve business goals; demonstrated financial acumen and experience.
- Ability to manage multiple projects, meet short deadlines, adapt quickly to new technology, and respond quickly to crisis situations is required.
- Ability to interact with individuals at all levels of the organization and customers in a helpful, courteous and friendly manner while demonstrating sensitivity to and respect for diverse populations.
- Ability to manage multi-phase projects from inception to completion, including the ability to build consensus among team members and balance multiple concurrent priorities.
- Ability to work independently and as part of a team. Being detail oriented, well organized, focused and goal-oriented, with a high level of initiative and energy.
For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $168,462/year to $187,180.00/year . For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.
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