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CALL CENTER MANAGER

Job Summary:

The Manager of Coordination & Donor Services' primary responsibility is to coordinate and direct the donation process for whole body donors. The Manager of Coordination & Donor Services will work closely with funeral homes, hospices, and donor families in coordinating care. The Manager of Coordination & Donor Services must possess natural empathy and sincerity to counsel grieving families. The Manager of Coordination & Donor Services provides supervisory skills in ensuring efficient and error-free processes through guiding, training, instructing and auditing Donation Coordination department members.

Essential Tasks:

Manage staffing levels, donation protocols, and compliance with AATB regulations.

Ensure that appropriate documentation is signed and approvals obtained in all donor cases.

Develop training modules when required and act as trainer for newly hired staff if necessary.

Assign driver and transport services' schedules with respect to movement of donors.

Interact with Quality Assurance, Business Development, Lab or Marketing when necessary to ensure donation procedures are complied with and communications with donor families conform with accepted guidelines.

Investigate complaints and provide resolution when required.

Provide reports to senior management as needed including but not limited to: call analysis data, donor statistics, hours worked and expenses.

Serve as departmental point of contact during audits.

Apply advanced knowledge of the donor process in problem-solving, relationship building and fielding questions from the coordination staff.

Manage the coordination schedule and provide coverage for temporary staff shortages.

Accountability:

Frequently, the Manager of Coordination & Donor Services' decisions and actions strongly impact the company's revenue, operations, reputation, and/or customer satisfaction. The Manager of Coordination & Donor Services makes independent decisions but is guided by routine procedures, established guidelines, and clearly stated standards. The Manager of Coordination & Donor Services performs work under minimal supervision.

Knowledge and Skills:

Strong management skills
Ability to delegate supervisory tasks to the Coordination Supervisor
Efficiently utilize office machinery
Complete tasks using computer software at an advanced skill level
Provide excellent customer service via all instruments of communication, both internally and externally
Comfortably interact with funeral homes, hospice programs, hospitals, and building maintenance vendors

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