CUSTOMER SERVICE SUPERVISOR

Coffee Memorial Blood Center Inc; Oklahoma City (OK); Presencial; USD 50.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Tuition reimbursement

401(k) plan

Paid time off

Descripción de la vacante

Coffee Memorial Blood Center Inc in Oklahoma City is seeking a Customer Service Supervisor to lead daily donor service operations, ensure coverage, and coach staff to deliver high‑quality, timely service. You’ll manage contacts, scheduling, records, and follow‑up while ensuring accuracy and compliance.

Ideal candidates have at least two years in a contact center and one year in donor care roles, with strong communication skills and proficiency in key systems.

Formación

• High school diploma or equivalent required.
• Must be 21 years of age or older.
• Must have a valid driver's license.
• MVR with zero points and no moving/traffic violations in past 3 years.
• One year of experience as a Donor Care Representative preferred.
• Minimum two years of contact center experience.
• Strong written, verbal, telephone, customer service, organizational, and technical skills.
• Ability to manage multiple service channels and recognize appointment opportunities.
• Working knowledge of Five9, HemaConnect, Monday.com, Donable, Zendesk, Outbound ANI, or comparable systems.
• Ability to understand inventory needs, analyze service metrics, resolve barriers, and meet deadlines.
• Ability to coach employees, manage performance, and maintain accountability.

Responsabilidades

• Assign inbound and outbound coverage with staffing and performance data.
• Use listed systems to manage and report work.
• Monitor service levels, response times, and KPIs.
• Submit accurate metrics, schedules, and records by deadlines.
• Communicate inventory needs and donor priorities.
• Open or close center schedules for collection needs and events.
• Manage dashboards, Zendesk, reports, and corrections on time.
• Flag issues and follow through to resolution.
• Coach employees and monitor calls for quality and coaching.
• Oversee attendance, timecards, PTO, and staffing coverage.
• Lead performance reviews, onboarding, and training PODs.
• Resolve donor concerns and support other supervisors.

Conocimientos

Customer service

Leadership

Coaching

Communication

Team staffing

Educación

High school diploma or equivalent

Herramientas

Five9

HemaConnect

Monday.com

Donable

Zendesk

Outbound ANI

Descripción del empleo

ADVANCE YOUR CAREER WHILE SAVING LIVES

Location: Oklahoma City, OK

Pay: Competitive pay based on education and/or experience and $500 bonus after 6 months and $1,000 bonus after 1 year!

Benefits: Health, dental, vision, life insurance, long term disability, 401(k), paid-time off, $5,000 annual tuition reimbursement, holiday pay, etc.

Days: Monday through Friday with some weekends

Hours: 8:00 a.m. to 5:00 p.m. (may vary)

Position

The Customer Service Supervisor leads daily inbound and outbound service operations, team performance, quality, and reporting. The role oversees contacts, scheduling, records, follow-up, and employee coaching while maintaining accuracy, responsiveness, timeliness, integrity, and mission-driven service.

Qualifications

• High school diploma or equivalent required.
• Must be 21 years of age or older
• Must have a valid drivers license
• Must be able to provide a MVR with zero points and no moving/traffic violations in the past 3 years
• One year of experience as a Donor Care Representative preferred.
• Minimum two years of contact center experience.
• Strong written, verbal, telephone, customer service, organizational, and technical skills.
• Ability to manage multiple service channels and recognize appointment opportunities.
• Working knowledge of Five9, HemaConnect, Monday.com, Donable, Zendesk, Outbound ANI, or comparable contact-center and workflow systems.
• Ability to understand inventory needs, analyze service metrics, resolve barriers, and meet deadlines.
• Ability to coach employees, manage performance, and maintain accountability.

Primary Responsibilities

• Assign inbound and outbound coverage and lead pre-shift meetings with accurate staffing, volume, inventory, and performance information.
• Use Five9, HemaConnect, Monday.com, Donable, Zendesk, Outbound ANI, OBI Insights, the Drive calendar roll-up, and other provided systems to manage and report work.
• Monitor service levels, response times, appointments, quality, productivity, department KPIs, and show rates of 65% to 85% or the current standard.
• Submit accurate metrics, schedules, employee records, and service updates by established deadlines.
• Communicate inventory needs and donor priorities accurately.
• Open or close center schedules for collection needs, device malfunctions, or unscheduled closures; work assigned tabling, education, blood drive, and appointment rebooking events.
• Manage the Lead Generation Board, Donable, Zendesk, therapeutic reports, winner notifications, and bad-address corrections on time.
• Flag service, system, workflow, or scheduling issues; recommend solutions and follow through to resolution.
• Audit schedule adjustments, Zendesk records, reports, and system entries; correct gaps before deadlines.
• Monitor three calls per employee monthly; coach, document concerns, correct errors, and celebrate success.
• Manage attendance, adherence, timecards, PTO, staffing coverage, performance, and accountability.
• Lead one-on-ones, performance reviews, development, hiring, onboarding, and training PODs.
• Resolve or escalation donor concerns, provide service coverage, and support other supervisors.
• Communicate promptly and enforce policies, SOPs, safety, compliance, confidentiality, and timely

Salary: $50000 - $65000 per year