Supervisor Specialty DRCC

American Red Cross; Los Angeles (CA); On-site; USD 53,000 - 77,000; Full time

Job summary

The American Red Cross in Los Angeles is seeking a supervisor to oversee call center staff, evaluate calls, and drive donor base growth to meet collection goals.

This role provides leadership, training, and program implementation, with responsibilities across region and national recruitment plans, and requires a Bachelor's degree and 3+ years of related experience.

Qualifications

• Bachelor's degree required.
• Minimum 3 years of related experience or equivalent combination of education and related experience.
• 1 year of lead or supervisory experience.
• Excellent verbal and written communication skills.

Responsibilities

• Achieve goals with focus on product types and budget planning.
• Grow donor base and retention; educate community groups.
• Determine calling priorities and assign shifts during call shifts.
• Monitor telerecruiter calls against standards and identify training needs.
• Supervise staff including evaluations and coaching.
• Oversee regional and national recruitment plans.
• Support smooth collections operations.

Skills

Staff leadership

Call center

Data analysis

Recruitment

Teamwork

Education

Bachelor's degree

Job description

Job Description

Joining the American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

What You Need to Know (Job Overview)

Supervise call center staff, evaluate calls and grow the donor base to improve team performance and drive achievement of collection goals. Implement recruitment strategies and assist in analysis of operational data. Provide support, development and/or leadership guidance to all volunteers.

Where Your Career is a Force for Good (Key Responsibilities)

• Ensure achievement of goals with focus on multiple specialized product types and assist with budget planning to drive efficient utilization of financial resources.
• Assist with donor base growth and retention, including educating community group and monitoring donor campaigns to ensure consistency and identify trends that impact productivity/goal achievement.
• Determine and monitor calling priorities and assignments and initiate contingency actions during call shifts to ensure achievement of goals.
• Monitor and evaluate individual telerecruiter calls against a defined set of standards, identifying and assigning training needs.
• Supervise assigned staff, including performance evaluations, disciplinary actions and input into hiring and firing decisions, and providing coaching to telerecruiters according to identified needs.
• Oversee the implementation of region, division and national recruitment plans and programs to ensure achievement of goals.
• Serve as creative and operational resource to recruitment staff to support efficient, smooth collections operations.

What You Need to Succeed (Minimum Qualifications)

• Bachelor's degree required.
• Minimum 3 years of related experience or equivalent combination of education and related experience required.
• 1 year of lead or supervisory experience.
• Ability to work on a team.
• Knowledge of group dynamics, direct sales, customer maintenance techniques, negotiation skills, and the ability to effectively implement programs is required.
• Must possess excellent organizational skills and the ability to handle multiple priorities effectively, assimilate information quickly, analyze problems and recommend appropriate solutions.
• Excellent verbal and written communication skills, including training and presentation skills is required.

*Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

Physical Requirements

The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Ability to use a personal computer and applicable software for sustained periods of time.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

PAY INFORMATION

The salary range for this position is: $53,000 - $77,000.

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have, and comparison to other employees already in this role.

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.