Donor Services Team Lead & Training Coach

Moore; Tulsa (OK); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare benefits

Paid holidays

Paid time off

Job summary

Moore is a data-driven constituent experience management company seeking a Donor Service Assistant Manager to lead and support Customer Service Representatives across multiple locations. You will drive performance, deliver training, and ensure operational consistency while aligning with client goals and quality standards.

The role emphasizes coaching, workflow management, and collaboration with leadership to maintain top donor experiences and service levels across platforms and channels.

Qualifications

• 2–3 years of customer service, contact center, donor services, or related experience required
• 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, decision-making, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
• Ability to analyze performance data and identify opportunities for improvement
• Strong organizational skills and attention to detail
• Ability to collaborate effectively with teams across multiple locations
• Professional, dependable, and adaptable
• Ability to sit for extended periods throughout the workday
• Ability to lift and/or move up to 25 pounds

Responsibilities

• Lead, coach, and develop Customer Service Representatives across assigned teams and locations
• Monitor productivity, service levels, quality assurance scores, and performance metrics to ensure team success
• Manage daily workflow, staffing adjustments, and workload distribution to meet operational demands
• Address performance concerns through coaching, development plans, and corrective action when necessary
• Deliver new hire training and support ongoing employee development initiatives
• Review donor interactions and provide constructive feedback aligned with quality standards
• Reinforce work instructions, scripts, and client-specific procedures to ensure consistency and compliance
• Identify performance trends and skill gaps and implement coaching and training solutions
• Support resolution of donor service escalations and operational issues
• Collaborate with leadership and peers across multiple locations to maintain consistent service delivery
• Assist with onboarding new clients and preparing teams for operational readiness
• Maintain accurate documentation, reporting, and communication related to team performance
• Foster a positive, professional, and solutions-oriented team culture
• Maintain regular attendance and availability according to scheduled work times
• Support operations across multiple locations as business needs require
• Perform additional duties as assigned

Skills

Leadership

Coaching

Employee development

Communication

Problem-solving

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Moore is a data-driven constituent experience management company seeking a Donor Service Assistant Manager to lead and support Customer Service Representatives across multiple locations. You will drive performance, deliver training, and ensure operational consistency while aligning with client goals and quality standards.

The role emphasizes coaching, workflow management, and collaboration with leadership to maintain top donor experiences and service levels across platforms and channels.