Donor Service Team Lead & Coach – Multi-Location

Moore Response Management Group, Inc.; Tulsa (OK); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Comprehensive healthcare

Paid holidays

Generous paid time off

Equal opportunity employer

Job summary

Moore is seeking a Donor Service Assistant Manager to lead and support Customer Service Representatives across multiple teams and locations in Tulsa. You will focus on performance, training, and ensuring high-quality donor experiences while meeting client goals.

Responsibilities include coaching, workflow management, training delivery, and ensuring compliance with procedures. A strong leadership track record and proficiency with Microsoft Office are essential.

Qualifications

• High School Diploma or GED required.
• 2–3 years of customer service, donor services, or related experience.
• Previous leadership, supervisory, training, or senior-level experience required.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Responsibilities

• Lead, coach, and develop Customer Service Representatives across assigned teams and locations.
• Monitor productivity, service levels, quality assurance scores, and performance metrics.
• Manage daily workflow, staffing adjustments, and workload distribution.
• Address performance concerns through coaching and development plans.
• Deliver new hire training and support ongoing employee development.
• Review donor interactions and provide constructive feedback.
• Reinforce work instructions, scripts, and client procedures for consistency and compliance.
• Identify performance trends and skill gaps and implement training solutions.
• Support resolution of donor service escalations and operational issues.
• Collaborate with leadership to maintain consistent service delivery across locations.
• Assist with onboarding new clients and preparing teams for operations readiness.
• Maintain documentation and reporting related to team performance.
• Foster a positive and solutions-oriented team culture.
• Maintain regular attendance and availability per schedule.
• Support operations across multiple locations as needed.
• Perform additional duties as assigned.

Skills

Leadership

Coaching

Customer Service

MS Office

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Moore is seeking a Donor Service Assistant Manager to lead and support Customer Service Representatives across multiple teams and locations in Tulsa. You will focus on performance, training, and ensuring high-quality donor experiences while meeting client goals.

Responsibilities include coaching, workflow management, training delivery, and ensuring compliance with procedures. A strong leadership track record and proficiency with Microsoft Office are essential.