Acts as a key member of the Ocular Services Leadership Team.
Manages a 24/7 Call Center as well as virtual staff.
Develop and direct staff to ensure customer satisfaction, improved call efficiency, low abandonment, increased donation, and improved employee product knowledge and training.
Work closely with the Information Technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Plan and maintain database to include enhanced reporting and tracking capabilities. Provide customers with reports as requested.
Interact regularly with Ocular Services Director and individual department heads to ensure that company’s operational priorities are aligned with the total company direction.
Continually investigate and introduce process improvement measures. Present ideas for future growth to executive team.
Hire and educate staff to represent the company with the highest professional standards at all times. Maintain all training records and documentation.
Protect the interest and privacy of all donor families and execute our job functions with dignity.
Work closely with our customers to be sure their needs are met with timely, professional, knowledgeable staff. Investigate all customer complaints and come to a resolution that is beneficial to all parties.
Work closely with staff to be sure we have an open line of communication and their needs are being met to maintain a cooperative working environment and staff longevity.
Ensures regulatory compliance with regard to all applicable LEITR, FDA, EBAA, state and federal standards and regulations utilized for the safe and efficacious consenting and recovery of donated tissue.
Performs other duties as assigned.
EDUCATION/EXPERIENCE REQUIRED AND/OR PREFERRED:
B.S. degree (or equivalent) in a relevant technical discipline with four (4) years experience management /supervisory experience.
3-5 years experience in a Call Center environment preferably in donation discipline.
Strong interpretive/analytical skills.
Strong planning/organizational skills.
KNOWLEDGE, SKILLS AND ABILITIES:
Leadership, management and supervision including working knowledge of and behaviors conforming to all appropriate state and federal labor laws and in a style consistent with strengths-based leadership philosophies around employee engagement.
Ability to communicate effectively (in both oral and written forms) across all levels of the organization.
Basic computer software skills including but not limited to: MS Office, Word, Excel
Strong time-management/planning/organizational skills and demonstrated ability to work independently while managing multiple priorities.
Ability to rapidly adjust to changing situations while remaining energetic and demonstrating a positive attitude.
Available from time to time after hours.
Additional Salary Information: Salary is negotiable based on experience
Internal Number: 3.13.18
About Lions Eye Institute for Transplant & Research
Through the devotion of Lions Club members, the Lions Eye Institute for Transplant & Research was founded as an eye bank dedicated to the evaluation and distribution of eye tissue for transplantation.
Since 1973, our commitment has remained the same — an unwavering dedication to clinical excellence and a passion for providing care and service delivered with compassion and respect.Since then, we have created a model unlike anything ever realized before; we are the first and only combined eye bank and ocular research center in the world — empowering researchers to conduct real-time studies of healthy and diseased ocular tissue leading to a greater understanding of the events that lead to blindness.
As a nonprofit, we are grounded in the belief that everyone deserves the gift of sight, and the Foundation was established for that purpose. We humbly donate over $1 million of our services annually and give thousands of dollars to help improve vision internationally. We work to educate and inspire communities about ocular research as well as host and fund special events to help people understand that blindness is something everyone faces. Our dream will be realized when everyone — ...those affected by eye disease, as well as those with healthy eyes — fully appreciates and values the gift of sight.