Call Center Supervisor
The Minnesota Orchestra Call Center is responsible for assisting the Minnesota Orchestra with both the telefunding and telemarking campaigns through raising funds and selling concert tickets/subscriptions for the organization. The Call Center Supervisor, alongside an on-site Program Center Manager, supports the long-time partnership between the Minnesota Orchestra and Ruffalo Noel Levitz.
The Call Center Supervisor will be responsible for management and administrative duties related to the professional development, on-going coaching and mentoring of a professional telephone fundraising / outbound sales staff. Additionally, the Call Center Supervisor will focus on individual and program performance metrics of the on-site program supporting the Minnesota Orchestra. The Call Center Supervisor role requires the ability to analyze data and make strategic decisions related to program performance. This position has an afternoon and evening schedule, traditionally Sunday - Thursday 12:30 pm - 9:30 pm.
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.
-Responsible for strategic planning on individual fundraising campaigns.
-Communicate with clients on regularly scheduled project status calls.
-Manage complex On-Site phonathon / telemarketing campaigns.
-Perform other administrative and clerical duties as assigned.
QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:
-Bachelor's degree or equivalent work 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.)
-Previous supervisor experience
-Previous phonathon experience
-Previous outbound sales experience
Interested and Qualified applicants please apply at: http://ow.ly/D2dV30fZNoi