Donor Care Center Supervisor: Lead & Optimize Service

Coffee Memorial Blood Center Inc; Oklahoma City (OK); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Tuition reimbursement

401(k) plan

Paid time off

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Leadership

Coaching

Communication

Team staffing

Education

High school diploma or equivalent

Tools

Five9

HemaConnect

Monday.com

Donable

Zendesk

Outbound ANI

Job description

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.