Eye Bank Call Center Manager

Job Summary

The Eye Bank Call Center Manager is responsible for managing/overseeing all aspects of the Eye Bank Communication Center (EBCC) and the Donor Communications Center (DCC) of the Utah Lions Eye Bank. Additionally, the Eye Bank Communications Manager, under minimal supervision, is responsible for planning, organizing, and directing all aspects pertaining to the EBCC and the DCC including the department's internal and external customer service, staffing and financial management operations.

Responsibilities

• Training and re-assessing all Eye Bank Donor Coordinators on a periodic basis...
• Training and re-assessing all Donor Screeners on a periodic basis...
• Developing and maintaining Standard Operating Procedures...
• Ensuring staffing and adequate coverage of Communications Center.
• Developing, monitoring, and reporting on Communications Center activities...
• Interfacing with external communication stakeholders...
• Performing duties of an Eye Bank Donor Coordinator and/or Eye Bank Donor Screener, as needed.
• Assisting in AOC call rotation.
• Interacting with the Director of Operations...
• Providing oversight for staffing...
• Conducting and leading monthly team meetings...
• Documenting and distributing meeting minutes...
• Serving as an active and contributing Administrative Staff member.
• Maintaining excellent customer service relations...
• Assisting in education and training of technical staff.
• Completing annual Bridge/LMS training...
• Participating and complying with established Quality Assurance policies...
• Performing other duties as assigned.