Donor Site Representative Supervisor Job Locations US-MN-St. Paul ID 2024-5952 Category Administrative/Clerical Work Location Type Physical Type Regular Full-Time Overview Memorial Blood Centers (MBC.ORG), a division of Innovative Blood Resources (www.innovativebloodresources.org), has been saving and sustaining lives since 1948. We supply blood and blood components, state-of-the-art laboratory services, and biomedical expertise to area healthcare partners, national blood centers, biotechnology companies, research institutions, and international clients. Operating 10 donor centers and conducting hundreds of blood drives each month, we are proud to be an independent nonprofit that supplies over 30 area hospitals and more than a dozen air ambulances with life-saving blood-from our community, for our community. Responsibilities Summary: This position oversees Donor Site Representatives and ensure that blood collection goals are met by checking in arriving donors and recruiting donors to IBR donor centers for future appointments. To ensure a working environment for staff that is supportive and productive through recognition, feedback, coaching and development. Location: St. Paul Donor Centers Job Responsibilities: Provide leadership and supervision to Donor Site Representatives to ensure blood collection goals are met and customer service expectations are exceeded. Ensure staff are highly skilled, professional and provide exceptional customer service. Provide staff supervision, role model performance, customer service and service recovery. Direct supervision of 6-14 staff members. Provide training, supervision, and assimilation of new team members; ensure incumbent team members are properly trained and competent. Ensure high performance standards are set and met for team members, included but not limited to rebooking rates, show rates, scheduling appointments, apheresis recruitment/conversions, and customer service. May be involved in the hiring process. Provide consistent application of Innovated Blood Resources policies and procedures. Provides a productive and supportive work environment that result in engaged staff. Working in partnership with managers and other supervisors providing recognition, coaching, feedback, mentoring and development of assigned staff both formally and informally. Daily administrative tasks: Provide departmental and individual stats. Organize departmental meetings. Complete payroll, PTO approval and scheduling. Assigns reminder calls and call lists provided by Donor Outreach Support and work to achieve the organizational mission and vision and operating goals. Ensure team members understand the importance of their work. Set individual and team goals and ensure the achievement of key departmental results. Works collaboratively with other Collections leaders and Donor Outreach team Operational flexibility is required to meet sudden and unpredictable needs. Identify operational problems, immediately correct the problem and work to prevent recurrences. Work with support departments and other supervisors to identify and solve common problems. Review, respond to, and address customer service issues Ensure accurate and timely deviations. Assists manager with SOP development, internal audits, and quality functions as requested. Benefits: Full Benefits Including: Medical, Dental, Vision, PTO, EST, and Retirement Plan Qualifications Education: High school diploma or equivalent Experience: Three years of telemarketing and customer service experience, with one year experience providing work direction to others License: Valid Driver's License Other: Ability to organize and prioritize Basic computer, typing skills and math skills Excellent interpersonal communication skills Accurate oral and written communication skills Persuasive sales skills Problem solving abilities Innovative Blood Resources is an equal employment/affirmative action employer and does not discriminate on the basis of race, color, religion, gende , gender identity or expression, sexual orientation, marital/or parental status, age, national origin, citizenship, disability, veterans status, or any other classification protected by applicable Federal, State, or Municipal Law. If you require assistance or accommodations completing our application process, please contact our human resource department at 651-332-7000, Monday thru Friday 10-4. We are unable to return phone calls related to checking on the status of job applications successfully submitted electronically.