Excellent Work From Home Opportunity / Entry Level / Generous
Under minimal supervision, this position is responsible for
executing the daily/weekly inbound & outbound omnichannel strategy
for allocated donor file counts at the most productive times.
Responsible for real-time and/or intraday management of resources
to ensure staffing levels meet business needs based on contact
volume. Work with various database tools to prepare, analyze and
interpret various reports in support of operational efficiency.
Analyze and interpret data to drive daily inbound and outbound call
& support strategies.
DUTIES AND RESPONSIBILITIES:
Performs all assigned duties in compliance with internal SOPs
and external regulations. Brings compliance issues to the attention
Assures quality customer service to all customers.
Maintains good attendance and punctuality per the absence
Analyze and interpret data to coordinate appropriate staffing
allocation and availability of contact center staff in order to
achieve service level objectives.
Executes and monitors multiple campaigns in real time in
accordance of the omnichannel marketing strategy.
Responsible for making data driven decisions to optimize
production and achieve division and enterprise goals. Runs and
analyzes reports with the result of making recommendations for
adjusting staffing levels to meet departmental productivity and
Creates, interprets and distributes reports to leadership for
the purpose of obtaining company objectives.
Helps with the integration and implementation of new contact
Ensures agents are assigned in the correct daily skill
Continuously analyzes handle times, call volume and other
factors, adjusting workflow to achieve business objectives.
Keys daily exceptions requests, updates contact platform
schedules and responds to escalated issues and ad-hoc requests.
Ensures all contact center activity meets assigned schedule
Works in coordination with leadership and the Quality & Training
manager to build out daily contact center staff activities.
Performs all other duties, at the discretion of management, as
Vitalant offers the following benefits
Health insurance Accident insurance
Health savings account Critical illness insurance
Dental insurance Hospital indemnity insurance
Vision insurance Business travel accident insurance
Flexible spending accounts Paid time off
Basic life and AD&D insurance Commuter benefits
Supplemental life and AD&D insurance 401(k) retirement
Short-term disability insurance Employee assistance program
Long-term disability insurance Education Assistance
Care @ Work Family Care Benefits Door Dash Pass
High school graduate or GED required.
Some college with mathematical or statistical course work
Two years of call center experience required.
Spreadsheets with intermediate formula application and database
software (e.g. Excel) experience required.
One year of Dialer experience preferred.
Six months Donor Outreach Coordinator experience preferred.
Eligibility training preferred.
Knowledge in Automatic Call Distribution (ACD) technology and
experience with forecasting/scheduling software preferred.
One year of Workforce Management (WFM) experience in a
multi-channel call center environment preferred.
Must possess the skills and abilities to successfully perform
all assigned duties and tasks.
Must be able to maintain confidentiality.
Must have effective oral and written communication skills.
Must be able to work flexible hours including evenings and
Must have good customer service and interpersonal skills.
Must be able to read and comprehend written procedures and
Ability to think and work independently.
Ability to multi-task in a fast-paced environment.
Must be proficient with Microsoft Outlook, Excel, Word. Cloud
based dialer system.