Inbound Contact Center Manager jobs in Elyria, OH

Essential Job Responsibilities and Duties 

• Manage all aspects of the center, including, but not limited to, employees, donor retention, production goals, compliance activities, and financial targets
• Ensure compliance with all federal, state, local, and company-specific rules, regulations, and practices related to the quality and safety of products, donors, and employees
• Emphasize the importance of safety training and working safely; routinely monitors employees, and ensures work practices are performed safely
• Recruit donors by promoting the center’s operations within the community; plans and implements special incentive programs to recruit and retain donors
• Maintain a clean and efficient work environment; ensure sufficient operating supplies are available as needed. May conduct routine internal procedures and documentation audits
• Monitor all marketing and advertising to ensure effectively executing programs for desired results
• Ensure collected products and samples are stored and maintained under established regulations and standard operating procedures
• Maintain confidentiality of all employee, donor, and center information
• Work collaboratively with employees, peers, and management to achieve business goals. Communicates continuously and resolves conflicts proactively
• Provide timely feedback on performance and initiates disciplinary action when necessary
• Conduct and facilitate performance evaluations for center staff
• Direct and monitor the performance of outside vendors
• Ensure equipment is maintained, validated, and available to achieve maximum donor flow
• Ensure plasma shipments are ready for pick up at the scheduled time and date
• Ensure responsible staff members are on call for freezer response 24 hours per day, seven days per week
• Develop a mechanism for feedback from donors regarding customer service
• Ensure center internal audits are executed on a routine basis and that corrective actions are completed in the allotted timeframe
• Learn and maintain thorough familiarity and compliance with all state and federal regulations, Standard Operating Procedure Manual, Occupational Safety and Health Administration (OSHA), Clinical Laboratory Improvement Amendments (CLIA), Current Good Manufacturing Practice (cGMP), and internal Company Procedures
• Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future
• Maintain an open line of communication with Management
• Maintain a positive and professional demeanor during all interactions with donors, fellow employees, and vendors
• Ability to accept performance feedback in a professional manner
• Regular attendance and arriving on time to all scheduled shifts and mandatory meetings
• Other duties as assigned

Qualifications

• High school diploma or equivalent Required
• Bachelors in Business, Healthcare Administration or Related Area preferred.
• Minimum of three (3) years in a regulated industry and (1) year managerial experience.

Requirements

• Strong verbal and written communication skills
• Must have above average problem-solving and decision-making abilities
• Proficiency with computers
• Must have explicit attention to detail
• Must have excellent analytical skills, organization skills, and follow-up
• Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure and technical manuals
• Ability to interpret a wide variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Physical Requirements

• Use hands to handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear
• Frequent leaning, bending, stooping, crouching, and reaching above the shoulders and below the knee
• Manual dexterity to perform all phases of donor plasmapheresis
• Ability to make and analyze a physical assessment of heart, lung sounds, signs of drug use, etc.
• Ability to stand for extended periods of time for up to four (4) hours at a time
• Ability to lift, tug, pull up to fifty (50) pounds

Work Environment

• Typical work environment with moderate noise level
• May be exposed to freezing temperatures for short periods of time
• Occupational exposure to bloodborne pathogens

Disclaimer

This job description is construed to indicate the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required.