Top 30 Donor service center Jobs in Birmingham, Al

Call Center Manager
Common Threads Charitable Donation Services —Birmingham, AL
- $65,000 - $80,000 a year
- Full-time
- Mid-level
- Analysis skills
- Supervising experience
Quick Apply
Donor Center Technician
Grifols —Birmingham, AL
- Full-time
- Customer service
- High school diploma or GED
- Ability to lift 50 pounds
18h
Wound Care Tech - Burn Dressing Team - Part-Time AM (901)
UAB Medicine —Birmingham, AL
- $15.75 - $25.65 an hour
- Part-time
- BLS Certification
- Inpatient
- Outpatient experience
- Paid parental leave
- Tuition reimbursement
Donor Center Technician 1
Octapharma —Midfield, AL
- Weekends as needed
- Customer service
- Computer literacy
- Writing skills
- Wellness program
- Health savings account
Medical Screener - Reception Technician (Customer Service)
CSL Plasma —Birmingham, AL
- Full-time
- Bilingual
- Basic math
- High school diploma or GED
9d
Aftercare Coordinator - Legacy of Hope
UAB Medicine —Birmingham, AL
- Full-time
- Master's degree
- Bachelor's degree
- Psychology
- Paid parental leave
- Health insurance
4d
Phenom 300 Captain
TransMedics, Inc. —Alabama
- $793.27 a month
- Background check
- Computer literacy
- Ability to lift 75 pounds
- Employee stock purchase plan
- Disability insurance
Quick Apply
DEVELOPMENT DIRECTOR
University of Alabama at Birmingham —Birmingham, AL
- $70,425 - $97,000 a year
- Full-time
- Microsoft Excel
- Microsoft Access
- Marketing
Procurement Transplant Coordinator I - Legacy of Hope
UAB Medicine —Birmingham, AL
- Full-time
- RN License
- BLS Certification
- Public speaking
- Paid parental leave
- Health insurance
Director of Development
The Hispanic and Immigrant Center of Alabama —Birmingham, AL
- Full-time
- 5 years
- Master's degree
- Bachelor's degree
- Paid holidays
- Disability insurance
Quick Apply
Processing Team Member (Trussville)
Vapor Thrift Store —Birmingham, AL
- $12.50 - $14.00 an hour
- Full-time
- Merchandising
- Ability to lift 50 pounds
- Entry level
Quick Apply
12d
Donation Support Coordinator - Legacy of Hope
UAB Medicine —Birmingham, AL
- Full-time
- Nursing
- Surgery
- Mid-level
- Paid parental leave
- Health insurance
Center Medical Specialist - EMT or Paramedic or LPN/LVN
Grifols —Birmingham, AL
- Full-time
- CPR Certification
- LVN
- RN License
- Paid holidays
- Health insurance
Director of Family Services - Legacy of Hope
UAB Medicine —Birmingham, AL
- Full-time
- Nursing
- Bachelor's degree
- Organizational skills
- Paid parental leave
- Health insurance
Donation Route Driver (Warehouse)
Vapor Thrift Store —Homewood, AL
- $15 an hour
- Overtime
- Mid-level
- Ability to lift 50 pounds
- Driver's License
Quick Apply
Phlebotomist 1
Octapharma —Midfield, AL
- Weekends as needed
- Customer service
- Computer literacy
- Writing skills
- Wellness program
- Health savings account
Medical Support Specialist - EMT - B
Biolife Plasma Services —Birmingham, AL
- $20.00 - $29.26 an hour
- Full-time
- CPR Certification
- Nursing
- LVN
- Paid holidays
- Disability insurance
2d
Part-Time Phlebotomist
LifeSouth Community Blood Centers —Hoover, AL
- $15.00 - $16.50 an hour
- Part-time
- Writing skills
- Pass drug screening
- CDL
Clinical Educator-Organ Work System - Legacy of Hope
UAB Medicine —Birmingham, AL
- Full-time
- Medicine
- Microsoft Excel
- Mid-level
- Paid parental leave
- Health insurance
Phlebotomist 2
Octapharma —Midfield, AL
- Weekends as needed
- Customer service
- Computer literacy
- Writing skills
- Wellness program
- Health savings account

I want to receive the latest job alert for donor service center in birmingham, al

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

donor service center jobs near birmingham, al

Call Center Manager

Common Threads Charitable Donation Services
Birmingham, AL

Quick Apply

Job Details

Full-time
$65,000 - $80,000 a year

Qualifications

Knowledge management
Customer relationship building
Managing teams in a customer support role
Team leadership
Incident Escalation
Frontline customer support management
Supervising experience
Customer service knowledge base

Full Job Description

Call Center Manager

Common Threads Charitable Donation Services

Reports To: Director of Logistics & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable Donation Services (with regional field coordination) Employment Type: Full-Time, Exempt Direct Reports: Customer Service Representatives

POSITION SUMMARY

Common Threads Charitable Donation Services is seeking an experienced Call Center Manager to lead the human-supported side of a modern, technology-forward customer contact operation. Common Threads operates a primary AI-powered contact center that autonomously handles routine scheduling functions, including standard donation pickup bookings, appointment confirmations, and high-volume inbound inquiries.

The Call Center Manager is responsible for all interactions escalated beyond the AI platform's capabilities, including complex customer service issues, complaints, partner concerns, and operational challenges requiring human judgment, empathy, and accountability.

This role combines team leadership, service quality ownership, and administration of the organization's AI scheduling platform. The Call Center Manager serves as the primary business owner and super-user of Common Threads' AI contact center technology, maintaining call flows, routing logic, escalation pathways, and the knowledge base that supports donor and customer interactions. The position ensures that every contact requiring human intervention is resolved quickly, professionally, and in a manner that strengthens relationships with donors, community partners, and stakeholders.

PRIMARY RESPONSIBILITIES

Customer Service Escalations

Serve as the senior point of contact for escalated customer issues that cannot be resolved by the AI platform or front-line representatives.
Manage the escalation queue, establish response-time expectations, and personally oversee sensitive or high-impact cases through resolution.

Property Partner Relations

Act as the primary liaison for property managers, landlords, business partners, and site owners regarding donation bins, collection activities, and site-related concerns.
Investigate and resolve issues involving bin placement, overflow, servicing schedules, accessibility, and site appearance while maintaining positive partner relationships.

Donation Bin Service Management

Oversee the intake, prioritization, and resolution of issues involving attended and unattended donation bins, including servicing requests, relocations, repairs, overflow situations, and damage reports.
Coordinate with logistics and field operations teams to ensure timely resolution.

Attended Donation Center Support

Address customer and operational concerns arising at attended donation centers, ensuring consistent service standards and a positive donor experience.

Home Donation Pickup Resolution

Manage escalated donor concerns related to home donation pickups, including missed collections, delays, rescheduling requests, special handling situations, and service complaints.
Ensure every case transferred from the AI scheduling system receives appropriate follow-up and resolution.

AI Platform Administration

Serve as the primary administrator and super-user of Common Threads' AI contact center platform.
Configure and maintain AI call flows, routing rules, prompts, escalation pathways, and operational settings.
Own and regularly audit the knowledge base that supports donor communications, service area information, donation guidelines, and pickup policies to ensure accuracy and consistency.

AI Contact Center Optimization

Define and continuously improve handoff procedures between automated and human support.
Monitor AI performance, customer sentiment, and escalation trends.
Identify recurring issues and collaborate with leadership to improve automation effectiveness and customer experience.

Team Leadership

Recruit, train, schedule, coach, and develop Customer Service Representatives.
Establish performance expectations, conduct quality reviews, and foster a customer-focused culture aligned with Common Threads' mission and values.

Service Quality & Reporting

Develop and monitor key performance indicators across both AI and human-supported operations, including:
- Resolution time
- Escalation volume
- Customer satisfaction
- Complaint trends
- AI containment rates
- Human handoff rates
- Donor sentiment
Provide regular reporting and recommendations to leadership regarding operational performance and process improvements.

QUALIFICATIONS

3+ years of call center, contact center, or customer service management experience with direct supervisory responsibility.
Proven success managing escalations, complaints, and high-stakes customer relationships.
Experience administering or supporting AI-driven contact center platforms, conversational AI systems, CRM software, or scheduling technologies strongly preferred.
Experience serving as a platform administrator or super-user for systems such as RingCentral, Five9, Genesys, NICE CXone, or similar cloud-based contact center platforms is highly desirable.
Understanding of workflow automation, call routing logic, and AI knowledge base management.
Familiarity with donation collection operations, logistics, route scheduling, field service coordination, or property management is a plus.
Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent professional experience.

SKILLS & COMPETENCIES

Exceptional written and verbal communication skills with the ability to professionally de-escalate difficult situations.
Strong analytical, problem-solving, and decision-making abilities.
Ability to manage multiple priorities and maintain service excellence in a fast-paced environment.
Comfortable using operational dashboards, metrics, and reporting tools to drive performance.
Collaborative leadership style focused on coaching, accountability, and employee development.
Technically proficient in administering contact center software, including configuring call flows, routing logic, automation rules, and AI prompts.

WHY COMMON THREADS CHARITABLE DONATION SERVICES

At Common Threads Charitable Donation Services, every donation, collection, and community partnership contributes to a more sustainable future. Our mission is to extend the life of reusable goods, reduce waste, and support charitable initiatives that strengthen the communities we serve.

As part of our team, you will help create an exceptional donor experience by combining innovative technology with genuine human service. When donors, partners, and community members need personal assistance, you will ensure they receive knowledgeable, compassionate, and effective support.

Common Threads Charitable Donation Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are respected, valued, and empowered to succeed.

Quick Apply

Refine Your Search

donor service center jobs in birmingham, al

Call Center Manager

Donor Center Technician

Wound Care Tech - Burn Dressing Team - Part-Time AM (901)

Donor Center Technician 1

Medical Screener - Reception Technician (Customer Service)

Aftercare Coordinator - Legacy of Hope

Phenom 300 Captain

DEVELOPMENT DIRECTOR

Procurement Transplant Coordinator I - Legacy of Hope

Director of Development

Processing Team Member (Trussville)

Donation Support Coordinator - Legacy of Hope

Center Medical Specialist - EMT or Paramedic or LPN/LVN

Director of Family Services - Legacy of Hope

Donation Route Driver (Warehouse)

Phlebotomist 1

Medical Support Specialist - EMT - B

Part-Time Phlebotomist

Clinical Educator-Organ Work System - Legacy of Hope

Phlebotomist 2

I want to receive the latest job alert for donor service center in birmingham, al

Explore jobs in more locations

Job Seeker Tools

Employer Tools

Browse

Stay Connected