Job Description

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.By joining the American Red Cross? you will touch millions of lives every year and experience the greatness of the human spirit at its best.? Are you ready to be part of? the world's largest humanitarian network?

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Job Description:
As one of the nation?s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity.

We are currently seeking a Call Center Operations Manager. This position can work from any location in the United States.

For those candidates located in Colorado, the salary range for this position is: $59,300-$79,100
Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances.? We will review specific salary information at the time of phone screening based upon your location.

The Manager, Call Center Operations will manage, motivate, and direct Training Support Center resources including Supervisors and agents towards achieving assigned production goals for the Center.

Responsibilities

?Establish call center production goals in alignment with the Service strategy for Training Services and monitor reporting systems that identify departmental progress towards daily/weekly/monthly goals and direct corrective actions.
?Establish performance standards and individual goals for Supervisors and Service Agents. Provide coaching and feedback in support of the professional development process.
?Implement the standard operational procedures for the call center and monitor compliance.
?Direct all supervisory functions for team, including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success. The Manager will directly supervise 5-7 Supervisor, Call Center Performance positions.
?Work with recruiting, training and Workforce Management to achieve maximum performance from Agent resources.
?Establish programs that motivate the Service team to achieve both individual and team goals.
?Other related duties as assigned.
Qualifications

?Education: Bachelor's degree in business, management, marketing, communications, public relations, or the equivalent combination of education and experience is required.
?Experience:
?Minimum of five years of progressively responsible experience in customer service, sales or telemarketing management required.
?Includes a minimum of three years successful supervisory experience, preferably in a call center environment.
?Skills & Abilities: Strong organizational and problem-solving skills, the ability to work independently and under pressure

The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit.? We offer our employee?s a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays.? Also, we encourage professional development and provide growth opportunities.?? To be considered for this position, please visit www.redcross.org/jobs to apply.


Apply now!? Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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Interested in Volunteering?
Life?s emergencies don?t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here:? Summary of Rights
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