ADVANCE YOUR CAREER WHILE SAVING LIVES

OBI is looking for an agile, growth-minded operations leader to help us take our communication center to the next level. If you understand database applications and customer service and are in search of an organization with a mission that will get you out of bed in the morning, we want to talk to you!

Location: Oklahoma City, OK

Salary: Competitive salary 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 and occasional Saturdays

Hours: 7:30 a.m. to 6:00 p.m.

Qualifications:

• Bachelor's degree in marketing, sales, strategic communications, or equivalent combination of related education and experience required
• Frontline experience in blood banking and/or outbound call centers a plus
• Minimum five years related experience including three years management experience preferred
• Strong leadership, customer service, verbal, interpersonal, and organizational skills
• Self-directed, goal-oriented, determined, and analytic work style
• Empowering, team-spirited management philosophy
• Effective technical and computer skills
• Familiarity with database applications and interfacing
• Professionalism, including at times of job stress
• Adaptability to working long or unscheduled hours, as needed

Primary Responsibilities:

• Demonstrate leadership that enhances employee job satisfaction, retention, productivity, profitability, and customer satisfaction.
• Bring new ideas and implement projects with a "can do" attitude focused on accomplishing production goals.
• Manage within CRM the creation of campaigns and target list criteria for mobile drives, fixed sites, promotions, and events to ensure delivery of a comprehensive, integrated donor recruitment effort using multiple communication channels.
• Oversee the administration and design of fixed site procedure schedules in conjunction with production leadership and other areas or departments across the organization.
• Support production leadership by monitoring call volume, inventory and scheduling needs to assure production has appropriate lists to keep reps on pace.
• Assure all proper communications internally and externally are completed to meet the needs of the organization and the patients we serve.
• Schedule donor communications to ensure the success of donor recruitment needs throughout OBI's multi-state operation.
• Run A/B tests and report on key metrics to inform future communication strategies.
• Create custom content for various donor segments.
• Oversee distribution of work, skill development & coaching for operations coordinators to assure constant operational support coverage for Communication Center
• Ensure software setting configurations and recurring communications are in line with organizational needs & contact center productivity.
• Serve as primary CRM user security administrator.
• Oversee nightly queue maintenance.
• Maintain tracking of equipment to include headsets, computers/laptops, monitors, cords/cables, keyboard/ mouse sets.
• Monitor and troubleshoot technology and process issues, escalating to IT and/or leadership when necessary to avoid production disruption.
• Train customer service representatives in inbound email, text, voice mail, and calls to assist donors with changing contact preferences, drive coordinator and/or donor portal access/use, and claiming donor earned vouchers.
• Maintain documentation to support production management CRM use to expand communication target audiences.