Donor Care Center Supervisor — Weekday Lead Service

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

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.