Supervisor of Donor Services (Raleigh)

Position Overview The Donor Services Training Supervisor provides oversight of the donor services training department by coordinating, organizing, and scheduling training classes enterprise wide. This role assists the Vice President of Clinical Support Services with various departmental tasks and projects, including staff and compliance management. The Donor Services Training Supervisor will maintain subject matter expertise in all training and donor facing roles within the Donor Services Department. This role performs Donor Services trainer duties and online collection staff duties when required. Essential Functions Reviews, edits, and approves the schedules for all trainers within the donor services department. Assists with reviewing and submitting weekly time records for trainers in Ceridian Dayforce Creates, publishes, and updates the training calendars for all training classes. Provides guidance to trainers and fields questions and concerns related to training (to include on-call duties). Performs departmental audits to ensure training is performed in accordance with departmental procedures, processes, policies along with FDA and AABB regulations/standards. Ensures Donor Services procedures, processes and policies are current and in compliance with regulatory standards (will immediately report discrepancies to VP of Clinical Support services for review and update) Ensures all Donor Services training conforms to current SOP regulations. Updates all modules, study guides, quizzes, and finals to reflect current SOP guidelines. Immediately communicates all relevant organizational or procedural/process changes to each trainer, ensuring understanding of new requirements/regulations. Provides training and staff development for trainers, new hires, and existing collection staff. Organizes and Manages travel and lodging accommodations for trainers and trainees in enterprise wide. Organizes and distributes adequate and relevant training supplies for all trainers. Orders and organizes all training necessities in each training room. Manages the American Red Cross account and ensures all CPR instructors are certified and meet current instructor standards. Obtains and maintains CPR instructor certification and provides CPR training for new hire and existing staff. Cultivate positive working relationships with vendors. Coordinates and Schedules attribute and remedial training as requested by Donor Services management. Ensures staff training records are correct, complete, and inspection/audit ready. Assists with training related requests/issues during external and internal inspections/audits. Displays exceptional examples of customer service/donor care and provides remedial training for staff involved in donor complaints or other perceived customer service problem issues. Assists with investigation and completion of Donor Services staff occurrences and Coordinates retraining for staff with unacceptable occurrence rates. Reviews Donor Services Staff scorecard metrics and Coordinates retraining for staff with unacceptable metrics. Assist DS management with interviewing potential candidates when requested. Enterprise-wide travel will be required Other duties as assigned or required Minimum Qualifications High School Diploma or GED CPR Instructor’s Certification (preferred prior to hire, but may obtain after acquiring position) Two years of blood collection experience (two years of training experience preferred) General knowledge of Hematology Valid Driver’s License with no major infractions and dependable transportation Ability to organize and prioritize workload and meet deadlines Excellent analytical, organizational, interpersonal, verbal, and written communications skills Strong computer skills including intermediate skill level with Microsoft Word, Excel, and PowerPoint Excellent customer services skills Ability to read, understand, and follow written and verbal instructions Ability to follow SOP in a heavily FDA regulated environment Ability to communicate effectively, tactfully, and courteously to patrons, donors, sponsors and co-workers Ability to work with all levels and in a diverse work environment  Ability to establish and maintain effective working relationships with staff, management, and peers Physical Demands The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Lifting and/or pulling/pushing up to 50 pounds Standing or walking for an extended period of time Bending and twisting