Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

• Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
• Monitors and reviews employee performance to ensure productivity and exceptional performance
• Identifies trends or opportunities and make recommendations for changes and/or improvements
• Delivering coaching to employees who may be under performing

• Predictable and consistent schedules
• Supportive supervisors and a team‑oriented culture
• Benefits package (medical, dental, vision, PTO, 401K.)

• Assertive, analytical with strong time-management skills
• Comfort using computers and learning new systems
• Reliability and a positive attitude
• Call Center experience is helpful but not required

• Full -Time – Monday – Friday – First Shift

Compensation
The target salary for this position is $20.74 per hour.  The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications.

Benefits
Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

• Monitors agent calls, chats, social media replies, emails, and texts using set donor experience standards
• Assists in the development of the quality programs and makes edits, as needed
• Facilitates individual and group coaching sessions with agents to improve scores/performance
• Monitors and reviews employee performance to ensure productivity and exceptional performance
• Keeps management informed of daily operations and issues
• Provides input, suggestions, and ideas for effective customer-service and donor retention programs.
• Creates, edits, and utilizes quality scorecards
• Executes Recruitment quality program to understand opportunities with Coordinators
• Ensures processes are followed effectively and efficiently to maximize productivity; intervene and assists in resolving operational problems
• Identifies trends or opportunities and make recommendations for changes and/or improvements
• Creates, updates, and maintains resource material
• Creates, updates, and maintains scripts for calls and recordings, working in conjunction with Donor Marketing and Donor Group Recruiting
• Responsible for proactively communicating improvements needed
• Delivering coaching to employees who may be under performing
• Responsible for assisting with training sessions, as needed
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Education

• High School Diploma required
• Associate's Degree preferred

Experience

• 1-3 years Proficient customer service experience required
• 1-3 years Minimum 2 years contact center experience preferred
• 1-3 years Outbound or sales experience preferred
• 1-3 years Experience in monitoring contact center calls preferred
• 1-3 years Previous coaching and/or presentation skills required

Knowledge, Skills and Abilities

• Advanced (“Power User”) Microsoft Office Suite required
• Excellent oral and written communication skills, specifically with interactions over email, documentation, and speaking to the team required
• Excellent editing and proof-reading skills required
• Excellent problem-solving and service recovery skills required
• Excellent organizational skills required
• Demonstrated ability to multi-task, while maintaining attention to detail required
• Demonstrated ability to maintain confidentiality required
• Proficient initiative and self-directed required

Tools and Technology

• Personal Computer (desktop, laptop) required
• Microsoft Office products required
• Must learn contact center-specific programs (HemaTerra) required

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