CUSTOMER SERVICE SUPERVISOR (OKLAHOMA CITY, OK)

Oklahoma Blood Institute•Oklahoma City, OK

1d•Onsite

About The 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. The position is based in Oklahoma City, Oklahoma, and pays competitively based on education and/or experience, with bonuses of $500 after six months and $1,000 after one year. The schedule is Monday through Friday with some weekends, generally from 8:00 a.m. to 5:00 p.m., though hours may vary.

Requirements

High school diploma or equivalent required.
Must be 21 years of age or older.
Must have a valid driver's license.
Must be able to provide an MVR with zero points and no moving or traffic violations in the past three years.
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.

Nice To Haves

One year of experience as a Donor Care Representative preferred.

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 [the supplied description ends mid-sentence].