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Posted: 01-May-23
Location: OKC, Oklahoma
Type: Full Time
Categories:
Salary Details:
Required Education:
ADVANCE YOUR CAREER WHILE SAVING LIVES
OBI is looking for an agile, growth-minded operations leader to help us take our communication center to the next level. If you understand database applications and customer service and are in search of an organization with a mission that will get you out of bed in the morning, we want to talk to you!
Location: Oklahoma City, OK
Salary: Competitive salary based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year!
Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.
Days: Monday through Friday and occasional Saturdays
Hours: 7:30 a.m. to 6:00 p.m.
Primary Responsibilities:
- Demonstrate leadership that enhances employee job satisfaction, retention, productivity, profitability, and customer satisfaction.
- Bring new ideas and implement projects with a "can do" attitude focused on accomplishing production goals.
- Manage within CRM the creation of campaigns and target list criteria for mobile drives, fixed sites, promotions, and events to ensure delivery of a comprehensive, integrated donor recruitment effort using multiple communication channels.
- Oversee the administration and design of fixed site procedure schedules in conjunction with production leadership and other areas or departments across the organization.
- Support production leadership by monitoring call volume, inventory and scheduling needs to assure production has appropriate lists to keep reps on pace.
- Assure all proper communications internally and externally are completed to meet the needs of the organization and the patients we serve.
- Schedule donor communications to ensure the success of donor recruitment needs throughout OBI's multi-state operation.
- Run A/B tests and report on key metrics to inform future communication strategies.
- Create custom content for various donor segments.
- Oversee distribution of work, skill development & coaching for operations coordinators to assure constant operational support coverage for Communication Center
- Ensure software setting configurations and recurring communications are in line with organizational needs & contact center productivity.
- Serve as primary CRM user security administrator.
- Oversee nightly queue maintenance.
- Maintain tracking of equipment to include headsets, computers/laptops, monitors, cords/cables, keyboard/ mouse sets.
- Monitor and troubleshoot technology and process issues, escalating to IT and/or leadership when necessary to avoid production disruption.
- Train customer service representatives in inbound email, text, voice mail, and calls to assist donors with changing contact preferences, drive coordinator and/or donor portal access/use, and claiming donor earned vouchers.
- Maintain documentation to support production management CRM use to expand communication target audiences.
Qualifications:
- Bachelor's degree in marketing, sales, strategic communications, or equivalent combination of related education and experience required
- Frontline experience in blood banking and/or outbound call centers a plus
- Minimum five years related experience including three years management experience preferred
- Strong leadership, customer service, verbal, interpersonal, and organizational skills
- Self-directed, goal-oriented, determined, and analytic work style
- Empowering, team-spirited management philosophy
- Effective technical and computer skills
- Familiarity with database applications and interfacing
- Professionalism, including at times of job stress
- Adaptability to working long or unscheduled hours, as needed
