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Job Description
About BioLife Plasma Services
BioLife Plasma Services, a subsidiary of Takeda Pharmaceutical Company Ltd., is an industry leader in the collection of high-quality plasma that is processed into life-saving plasma-based therapies. Some diseases can only be treated with medicines made with plasma. Since plasma can’t be made synthetically, many people rely on plasma donors to live healthier, happier lives. BioLife operates 250+ state-of-the-art plasma donation centers across the United States. Our employees are committed to improving the quality of life for patients and ensuring that the donation process is safe, easy, and rewarding for donors who want to make a difference.
When you work at BioLife, you’ll feel good knowing what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we’ll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.
This position is currently classified as “hybrid” in accordance with Takeda’s Hybrid and Remote Work policy and will be located in our Bannockburn, IL, location.
OBJECTIVES/PURPOSE
- Lead daily operations of BioLife Plasma donor support channel, ensuring efficient and responsive service through both self-service tools and live agent interactions.
- Collaborate cross-functionally with internal teams and external partners to maintain operational integrity and enhance the donor experience.
- Identify and resolve inefficiencies in support workflows, driving continuous improvement and consistency across all touchpoints.
- Leverage technology and data to optimize service delivery and ensure a smooth, donor-centric support experience.
ACCOUNTABILITIES
Vendor Management:
- Manage relationships with vendor partners to ensure alignment with business goals and compliance with company standards.
- Monitor vendor performance according to service level agreements and address any issues or discrepancies.
Operational Efficiency:
- Develop and implement strategies to drive operational efficiencies within the contact center to increase call containment through self-service and reduce average handle time for live agents
- Analyze contact center workflows and implement process improvements to reduce costs and enhance service quality.
- Oversee forecasting, workforce planning, and scheduling to ensure optimal resource allocation.
- Optimize customer interaction processes, including first call resolution, escalation handling, and service personalization
- Manage content development process and governance to enhance responses in self-service tools or from live agents.
- Ensure adherence to operational policies and procedures.
Customer Experience:
- Ensure high levels of customer satisfaction and service quality.
- Design and implement strategies to improve customer satisfaction (CSAT), efficiency, and overall service quality.
- Gather, analyze, and act on customer feedback to enhance the customer journey.
- Establish omnichannel support strategies to provide seamless customer experiences across multiple platforms.
Metrics and Performance Oversight:
- Establish/monitor key performance indicators (KPIs) and metrics to measure contact center performance.
- Analyze data and generate reports to track performance against targets.
- Manage the contact center budget, ensuring cost efficiency without compromising service quality.
- Identify and implement cost-saving initiatives while maintaining operational excellence.
- Provide regular updates to senior management on contact center performance and vendor effectiveness
Technical Integrations:
- Implement advanced call center technologies, such as AI, IVR systems, CRM tools, and workforce management platforms.
- Monitor industry trends and emerging technologies to ensure competitive advantage.
- Use data analytics and reporting tools to gain insights into performance and customer behavior.
- Collaborate with IT teams on the implementation of the tech stack and troubleshoot/resolve technical issues.
Team Leadership and Development:
- Oversee and provide direction to contact center supervisors and agents.
- Foster a positive and productive work environment to support the organization's culture and strategy
- Ensure regular training and development sessions are conducted to enhance team skills and support process changes/change management
- Other Duties may be assigned as needed.
DIMENSIONS AND ASPECTS
Technical/Functional (Line) Expertise
- Exceptional customer service skills, experience in handling customer complaints, and ability to implement feedback mechanisms.
- Excellent communication and relationship management skills, experience in vendor management, and problem-solving abilities.
- Strong analytical skills, experience in process improvement, and knowledge of operational best practices.
- Proficiency in data analysis and reporting, experience with performance management, and attention to detail. Proven track record in optimizing large-scale call center operations and achieving measurable improvements.
- Proficiency with CRM and workforce management tools, experience in software integration and use cases, and ability to work with cross-functional teams
Decision-making and Autonomy
- The individual in this role can make independent recommendations, influenced by data and facts, that drive broad organizational change. Decisions are typically complex and based on data from multiple sources, and must utilize strong problem-solving and interpersonal skills.
Leadership
- Integrity
- Fairness
- Honesty
- Perseverance
- Putting the Patient at the Center
- Building Trust with Society
- Reinforcing our Reputation
- Developing the Business
- Effective Coaching and Counseling Skills
Interaction
- The span of this role reaches across BioLife’s network of plasma donation centers, internal functions such as operations support, marketing, data/technology, analytics, privacy/compliance, as well as external vendors
- The individual in the role will be able to interact across all levels in the organization and demonstrate strong leadership, collaboration, and mentoring skills, experience in team management, and the ability to conduct training sessions.
Innovation
- This individual will require direct-to-consumer Contact Center expertise, including knowledge of practices considered best-in-class within and outside of the industry
Complexity
This role has significant complexity associated with it. This is due to the cross-channel cross-functional expectations, technology, and process knowledge required, and the unique knowledge of Customer Experience practices in a contact/ call center environment
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:
Required
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Advanced degree (MBA or equivalent) preferred.
- Relevant certifications in call center management or vendor management are a plus.
Preferred
- Certified Call Center Manager (CCCM)
- Certified Outsourcing Professional (COP)
- Certified Customer Experience Professional (CXPA)
- Six Sigma Certification
- Project Management Professional (PMP)
- ITIL Certification
ADDITIONAL INFORMATION
- 10%- Some domestic and periodic international travel
BioLife Compensation and Benefits Summary
We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.
For Location:
Bannockburn, IL
U.S. Base Salary Range:
$153,600.00 - $241,340.00
The estimated salary range reflects an anticipated range for this position. The actual base salaryoffered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.
U.S. based employees may be eligible for short-term and/or long-term incentives. U.S.based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S.based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.
EEO Statement
Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.
Locations
Bannockburn, ILUSA - IL - Chicago
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
Job Exempt
Yes
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