Dispatch & Donor Services Manager
Hoffman Estates, IL

Job Description

Responsibilities

* Responsible for the deployment, support, service, and maintenance of the Donor Services Solution [DSS] software and hardware equipment for the ARCs in the US Central Territory to ensure its functionality and improvement.
* Responsible for overseeing ARC Dispatch & Donor services process development and management across the US Central territory, as well as detailed data analysis, reporting and training.
* Oversee and provide continuous training for all remote DSS support personnel and determine new donor development strategies for the use of this solution.
* Oversee the development of efficient delivery routes and best practices to maximize donation acquisition
* When necessary, act as a communication liaison for donor services, answer incoming phone calls from for local dispatchers, drivers and donors
* Collaborate with ARC Administration and local dispatch officers to modify daily routes to accommodate the needs of ARC donors
* Responsible for the review of DSS routing system changes and issues with local dispatch teams, to establish timely and efficient service delivery
* Serve as co-lead in coordinating integration plans for DSS with other Adult Rehabilitation Center Command initiatives
* Serve as co-lead in overseeing centralized call center processes and procedures and liaison between local dispatch offices and ARC centralized call center
* Assist the Director of Business Development & Technology with special projects, as nee

Qualifications

* Education: Minimum Associate's degree preferably with emphasis in computer science, information systems or 5 years' equivalent work experience.
* Critical thinking, excellent verbal communication skills, extreme attention to detail and diligent work ethic.
* Experience with DevNext's Donor Service Solution [DSS) or similar logistic, routing or scheduling software, a plus.
* Candidate must have knowledge of providing excellent customer service
* Excellent organizational skills and attention to detail.
* Prior experience managing call center operations
* Knowledge of computer hardware (desktops, laptops) printers, mobile devices, etc.
* 3-5 years' installation and/or repair experience of computer hardware and software
* Working knowledge of Windows based operating systems and of wired & wireless networking