| Description: Make a difference in the lives of others by helping give the gift of sight! Lions VisionGift (LVG) is a nonprofit eye bank that obtains, evaluates and distributes eye tissue donated by caring individuals for use in cornea transplantation, research, and education. Since 1975, our organization has helped over 30,000 individuals receive sight-restoring transplants. Please visit www.visiongift.org for more information on our organization. Lions VisionGift is recruiting a manager to oversee the operations of the Donor Referral Line (DRL). Duties include and are not limited to: championing LVG's Mission/Vision/Values, fostering an environment that promotes job satisfaction and commitment, monitoring performance metrics of staff and department, scheduling for a 24/7 communication center, coaching/developing a team of approximately 20 donation professionals including 2 supervisors, and meeting the diverse and complex needs of various business partners. The DRL Manager will also coordinate and implement a training program for new Donation Specialists and be responsible for all education related to process changes and improvements. ESSENTIAL FUNCTIONS / ASSIGNED RESPONSIBILITIES AND DUTIES: - Oversee people and processes in the DRL to provide a positive working environment for staff and meet the complex needs of LVG and its partners in donation/transplantation.
- Provide coaching and development to Donation Specialists and DRL Supervisors including annual performance reviews, regular 1-on-1 meetings, and performance plans to address deficient areas.
- Identify and implement initiatives to improve quality of service that LVG provides to its partners in donation/transplantation.
- Participate in the recruiting, screening, and onboarding of new DRL staff.
- Monitor metrics related to DRL operations and performance ensuring donation potential is maximized for LVG and its partners in donation.
- Evaluate and oversee the DRL training program for new Donation Specialists and to address protocol changes with existing staff.
- Routine monitoring of Donation Specialist competency skills in accurately screening for transplant suitability, approaching potential donor families, completing donor risk assessment interviews, and customer service skills.
- Perform all Donation Specialist duties as expected to act as a Donation Specialist to accommodate high volume or staff shortage.
- Participate in a rotating Advisor on-call schedule.
- Consistently represents all LVG lines of business in a professional manner.
Requirements: - 3-5 years of Management or supervisory experience required.
- Experience in a call-center setting is preferred
- Experience in donation/transplantation preferred.
- Proficiency with computer applications such as the Microsoft Office Suite is required.
- A Bachelor's degree is recommended but not required.
In addition to the hourly wage, Lions VisionGift offers a generous benefit package including, but not limited to: - Shift differentials for nights & weekends;
- Medical, dental, and vision employee premiums paid in full;
- Employer-funded HRA;
- $20,000 employer-paid life insurance policy;
- Employer-paid short-term disability;
- Voluntary benefits;
- And more!
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PI131926944
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