Position Summary •Act as a key member of the Ocular Services Leadership Team. •Manage 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 negotiable based on experience
Internal Number: 03.13.18
About Lions Eye Institute for Transplant & Research
Lions Eye Institute for Transplant and Research (LEITR), a non-profit organization, is leading the worldwide fight against blinding eye disease through our unique model — uniting the world’s largest Eye Bank, our cutting-edge Ocular Research Center, and our Foundation together to create the leading institution for ocular science. 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. LEITR’s corporate headquarters is located in historic Ybor City, right in the heart of Tampa, FL. LEITR is committed to its employees and believes its employees are the key to its success. LEITRs generous employee benefit options include Medical, Dental, Vision, Life, STD, LTD, Flexible Spending Accounts, Retirement Plans, Paid Holidays, Paid Time Off and more.