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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:

WHY CHOOSE US?
As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building partnerships and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

WHAT YOU NEED TO KNOW (Job Overview): The American Red Cross’ Service to the Armed Forces Hero Care Center, serves military members and their families worldwide, 24 hours a day, 365 days a year, 7 days a week. Hero Care Center caseworkers are available 7 days a week, 24 hours a day, 365 days a year, providing emergency assistance both online and by phone. By collecting and verifying accurate information, we are able to assist military commands in making decisions for emergency leave and serve as an overall resource for veterans and their families. We also provide current military members and military retirees access to emergency and routine financial assistance in situations and circumstances where they qualify.

At the American Red Cross, you have a direct impact on a meaningful mission. When you join our team, you can help save lives every day. You’ll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.

WHERE YOUR CAREER IS A FORCE GOOD (Key Responsibilities):

• Supervises and coordinates the day-to-day operations of a designated shift, to include hiring and scheduling of staff, assigning work hours and specific job functions, monitoring workloads, and recommending personnel actions such as retention, promotion, transfer, or dismissal.

• Plans, organizes, directs, and controls the quality of the activities in the customer service unit.
• Implements plans and schedules for the efficient and productive use of personnel and technology to ensure optimal service delivery.
• Assists in development and delivery of training programs to maximize potential of individual employees and in support of Company policies, departmental procedures and job duties.
• Develops and implements procedures to ensure smooth operation of the division.
• Acts as technical expert when appropriate. Understands and applies Red Cross and SAF policies consistently and correctly.
• May work with community-based service agencies in coordinating service delivery to client base.
  

Standard Schedule: The SAF Hero Care Network has a fantastic career opportunity available for a Call Center Supervisor in Ft. Sill, OK. This is a full-time position, on the second shift which runs from 3:30 pm – 12 am.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications):

Management Experience:

• 1-3 years of supervisory/management skills, preferably in a call center or customer service environment.

• Excellent interpersonal, verbal and written communications skills. Ability to manage multiple priorities with strong skills in multi-tasking, planning and problem-solving.
• Must be capable of directing and working effectively with donors, volunteers, staff and committees in a wide range of activities while under pressure and/or deadlines.
• Ability to manage multiple projects.
• Detail oriented, extensive organizational skills and excellent follow-through ability
• Viable candidates must have intermediate level proficiency (or higher) with MS Office software, including Microsoft Word, Excel, PowerPoint and Outlook, with experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is highly preferred.
• Viable candidates must have intermediate level proficiency (or higher) with MS Office software, including Microsoft Word, Excel, PowerPoint and Outlook, with experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is highly preferred.
• This position will require the ability to work non-standard work hours and rotating weekend days and may involve travel in the field (less than 10%).

WHAT WILL GIVE YOU THE COMPETITIVE EDGE (Preferred Qualifications):

Education:

• Bachelor’s degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human or social services, customer or client services, call center or other types of experience with customer/client contact is required. *May require MSW and state licensing.
  

• Minimum of 3-5 years proven experience and documented success in human or social services, customer or client services, call center or other types of experience with customer/client contact.
• Knowledge of applicable regulatory issues and Call Center technologies including Automatic Call Distributors (ACD), Interactive Voice Response (IVR), and other data/voice networks.
• Demonstrated project management, process efficiency and systems management.
• Must be capable of directing and working effectively with donors, volunteers, staff and committees in a wide range of activities while under pressure and/or deadlines.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

• Medical, Dental Vision plans

• Health Spending Accounts & Flexible Spending Accounts

• PTO + Holidays

• 401K with 4% 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 a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action 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.

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Interested in Volunteering?

Life’s emergencies don’t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

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

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