THIS JOB HAS EXPIRED DESCRIPTION
The supervisor will be responsible for management and administrative duties related to the professional caller development, on-going caller coaching and mentoring, individual caller and program performance metrics in the Fundraising Management Division. The supervisor role requires a firm understanding of the commonly used concepts, best practices, and analytical tools necessary to ensure meaningful and effective engagement via telephone conversations.
Reports to: Senior Operations Manager
Supervises: Call Center Reps, Lead Callers
ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)
Manage, coach, and mentor call center representatives and lead callers to ensure their professional and personal development as fundraisers and data collectors.
Responsible for implementation, coordination, of strategies, information, and procedures necessary for reps to perform their jobs efficiently.
Set expectations for reps by providing coaching and counseling, communicating performance metric expectations, and administering disciplinary action when necessary.
Convey a professional and positive image internally and externally.
Communicate effectively via phone and through e-mail.
Responsible for statistical analysis.
QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:
High school diploma or equivalent
Previous call center experience
Ability to inspire, support and lead team members in a high energy environment
Ability to plan and prioritize work tasks / functions
Willingness to learn industry best practices and processes
Ability to communicate in an appropriate and professional manner
Willingness to work an afternoon / evening schedule
Infrequent light physical effort required
Must be able to work in an environment where the noise level is moderate
Proficiency in Microsoft Office products (MS Word, Excel, etc.)
Associate?s degree or equivalent
Previous leadership experience
||221 3rd Avenue SE, Suite Ten |
P.O. Box 3018
Cedar Rapids, IA 52401
THIS JOB HAS EXPIRED