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