Performance Supervisor SA II - Call Center
 American Red Cross | |
paid holidays, 401(k)
| |
 United States, Arizona, Phoenix | |
 Jun 04, 2025 | |
|
Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.
By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?
Join us-Where your Career is a Force for Good!
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. Where Your Career is a Force for Good! Job Summary: We are seeking an individual that has excellent organizational skills and the ability to handle multiple priorities effectively. You will Supervise the performance of service agent staff and directly oversee calling shifts to ensure achievement of production goals and metrics. You will Assist in the development, implementation and evaluation of calling and service strategies for the division. Key Responsibilities: 1. Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.2. Ensures adequate staffing to meet call center objectives. Projects staffing needs and develops strategies to ensure call hours objectives are met. Initiates defined contingency actions during call period as required to maximize production.3. Responsible for monitoring individual service agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents. Utilize third party reviews to provide coaching. Identify and schedule training for service agents according to identified needs.4. Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner.5. Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.6. Perform other related duties as assigned.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required of staff so classified.Standard Schedule: Sunday - Thursday Sunday: 8:30am - 5:00pm (MST) Monday - Thursday: 10:30am - 7:00pm (MST) This is a Remote Position; however, you must live in or around the Tucson, AZ area. The first day and possibly 2 - 3 days will be at the Tucson Call Center. Starting Salary: $51,800.00 USD Annual *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.Qualifications:
BENEFITS FOR YOU: As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes: * Medical, Dental Vision plans * Health Spending Accounts & Flexible Spending Accounts * PTO: Starting at 15 days a year; based on type of job and tenure * Holidays: 11 paid holidays comprised of six core holidays and five floating holidays * 401K with up to 6% match * Paid Family Leave * Employee Assistance * Disability and Insurance: Short + Long Term * Service Awards and recognition Apply now! Joining our team will provide you with the opportunity to make your career a force for good!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. To view the EEOC Summary of Rights, click here: Summary of Rights | |