CUSTOMER SERVICE SUPERVISOR

Oklahoma Blood Institute; Oklahoma City (OK); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Long term disability

401(k)

Paid time off

Bonus after 6 months

Bonus after 1 year

Job summary

Oklahoma Blood Institute in Oklahoma City seeks a Customer Service Supervisor to lead daily inbound and outbound service operations, drive team performance, quality, and reporting. You will oversee contacts, scheduling, records, follow-up, and coaching while ensuring accuracy, responsiveness, timeliness, integrity, and mission-driven service.

The role requires a high school diploma, a valid driver’s license, and at least two years in a contact center, with preference for Donor Care experience.

Qualifications

• High school diploma or equivalent required.
• Must be 21 years of age or older.
• Valid driver's license with a clean MVR (zero points, no violations in past 3 years).
• One year of Donor Care Representative experience preferred.
• Minimum two years of contact center experience.
• Strong written, verbal, telephone and customer service skills.
• Ability to coach staff and manage performance.
• Ability to monitor multiple service channels and meet deadlines.

Responsibilities

• Assign inbound and outbound coverage and lead pre-shift meetings with staffing data.
• Use multiple systems to manage and report work.
• Monitor service levels, response times, appointments, and KPIs.
• Submit accurate metrics, schedules, and records by deadlines.
• Communicate inventory needs and donor priorities accurately.
• Open/close center schedules for collection needs and events.
• Manage dashboards and reports; ensure timely updates.
• Flag issues and coordinate solutions through to resolution.
• Audit schedules and records to correct gaps before deadlines.
• Coach employees, document concerns, and celebrate success.
• Lead performance reviews, onboarding and training pods.
• Resolve donor concerns and provide coverage for the team.
• Enforce policies, SOPs, safety, confidentiality, and timeliness.

Skills

Customer service

Coaching

Communication

Multitasking

Time management

Team leadership

Education

High school diploma or equivalent

Tools

Five9

HemaConnect

Monday.com

Zendesk

Donable

Outbound ANI

Job description

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 upscale donor concerns, provide service coverage, and support other supervisors.
• Communicate promptly and enforce policies, SOPs, safety, compliance, confidentiality, and timely