CUSTOMER SERVICE SUPERVISOR (OKLAHOMA CITY, OK)

Coffee Memorial Blood Center Inc; Oklahoma City (OK); Presencial; USD 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health

Dental

Vision

Life insurance

Long term disability

401(k)

Paid-time off

$5,000 annual tuition reimbursement

Holiday pay

Etc.

Resumo da oferta

Coffee Memorial Blood Center Inc seeks a Customer Service Supervisor to lead daily inbound and outbound service operations, monitor performance, and ensure quality and timely reporting.

You will oversee contact handling, scheduling, records, and coaching, while maintaining accuracy and donor‑focused, mission‑driven service. Strong communication and workflow system experience required.

Qualificações

• High school diploma or equivalent required.
• Must be 21 years of age or older.
• Valid driver’s license with clean MVR (3 years).
• 2+ years of contact center experience preferred.
• Strong written and verbal communication skills.

Responsabilidades

• Assign inbound/outbound coverage and lead pre-shift meetings.
• Use Five9, HemaConnect, Monday.com, Donable, Zendesk to manage work.
• Monitor service levels, response times, and KPIs.
• Submit metrics, schedules, and records by deadlines.
• Lead performance reviews, coaching, and training sessions.

Conhecimentos

Leadership

Customer service

Coaching

Communication

Scheduling

Team management

Analytical

Workflow tools

Formação académica

High school diploma or equivalent

Ferramentas

Five9

HemaConnect

Monday.com

Donable

Zendesk

Descrição da oferta de emprego

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