CUSTOMER SERVICE SUPERVISOR (OKLAHOMA CITY, OK)

ADVANCE YOUR CAREER WHILE SAVING LIVES

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 escalate donor concerns, provide service coverage, and support other supervisors.

- Communicate promptly and enforce policies, SOPs, safety, compliance, confidentiality, and timely