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.
ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):
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.
Communication & Active Listening
- 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.
Data Management & Issue Resolution
- Research escalations and data discrepancies; provide timely feedback and solutions.
- Support data entry, donor profile management, and report generation.
Donor Outreach & Appointment Scheduling
- 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 to direct, organize, implement, and evaluate daily departmental operations to meet established goals and performance standards.
- Proficiency in CRM systems, as well as Microsoft Excel, Word, and Outlook.
- Consistently maintains a professional demeanor and upholds the highest standards of confidentiality regarding donor and organizational information.
- Exceptional organizational skills and strong oral and written communication abilities.
- Demonstrates flexible interpersonal skills, with the ability to adapt to team dynamics and support diverse personalities.
- Solid data entry and computer skills, with attention to accuracy and efficiency.
- High school diploma or equivalent required; Associate degree preferred.
- 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)
- 403(b) retirement savings plan with matching contributions
- Employee Assistance Program
- Discounted YMCA membership
- Disability and life insurance
- Employee referral bonuses
- Regular employee forums and committees — everyone on our team has a voice!
What are you waiting for? Take the next step. Your work can matter — to you and the community. Apply today!
The Community Blood Center
4406 W. Spencer St.
Appleton, WI 54914
www.communityblood.org
www.facebook.com/cbloodcenter
Community Blood Center, Inc. is an Equal Opportunity Employer M/F/Disability
