CONTACT CENTER PRODUCTION SUPERVISOR (OKLAHOMA CITY, OK)

Oklahoma Blood Institute•Oklahoma City, OK

3d•Onsite

About The Position

Our Blood Institute is actively looking for a Contact Center Production Supervisor who is responsible for leading day-to-day outbound operations within the call center, ensuring high-quality donor interactions, optimizing outbound calling efforts, and leveraging Five9 technology to support organizational goals. This role requires strong leadership, the ability to drive performance, and proficiency in call center tools, particularly the Five9 dialer system. The Supervisor will coach and support agents while managing workflows, maintaining performance standards, and fostering a culture of accountability and mission-driven service.

Requirements

Minimum 2 years of supervisory or team lead experience in a contact center environment
Hands-on experience with the Five9 dialer system including setup, monitoring, reporting, and agent assignment.
Strong organizational, analytical, and time management skills
Proven ability to coach, mentor, and develop staff
Excellent verbal and written communication skills
Ability to adapt in a fast-paced, mission-driven work environment
Experience in blood banking, healthcare, or nonprofit organizations is a plus

Nice To Haves

Advanced proficiency with Five9 features, reporting tools, and campaign optimization
Experience working with HemaConnect or similar donor management systems
Experience in leading or supporting projects, process improvements, or operational initiatives
Experience managing outbound calling campaigns in a high-volume contact center
Strong working knowledge of performance metrics, KPIs, and workforce optimization strategies
Experience in donor recruitment, donor relations, or mission-driven outreach environments
Demonstrated ability to collaborate across departments and support change initiatives

Responsibilities

Analyze daily inventory, previous production, and upcoming appointments to determine calling strategy and assign lists to agents accordingly.
Prepare for and lead daily pre-shift meetings in coordination with the Contact Center management team.
Utilize the Five9 dialer system to manage, monitor, and optimize outbound campaign performance.
Track individual and team production to ensure minimum performance benchmarks are met; correct improper coding and provide timely feedback.
Adjust agent assignments and call strategies throughout the day based on production metrics and projected needs.
Counsel and document underperforming agents, providing formal reports and recommendations to the Contact Center Manager.
Acknowledge and celebrate top-performing agents to build morale and reinforce excellence.
Work closely with the management team to ensure adequate staffing and appointment coverage across all collection sites.
Ensure scheduling meets minimum appointment thresholds for daily success and proactively report shortfalls to leadership with recommended solutions.
Support agents in resolving donor inquiries, objections, or issues during outreach.
Uphold data integrity by ensuring proper use of dialer codes, outcomes, and contact procedures.
Maintain real-time awareness of team performance and operational issues; escalate concerns as needed.
Monitor and document a minimum of three calls per agent per month, providing coaching and documentation for ongoing development.
Keep accurate records of PTO, call-ins, late arrivals, and ensure team schedules support coverage goals.
Promote a culture of safety, compliance, and high ethical standards in all team communications and interactions.
Represent the mission of the organization with professionalism, energy, and integrity.
Perform additional duties as assigned by the Contact Center Manager or Director.