Manager of the Call Center (Telecommunications Manager)Claflin University
Claflin University is seeking dynamic and innovative professionals to fill the following position:
Manager of the Call Center (Telecommunications Manager)
DUTIES AND RESPONSIBILITIES: The Manager of the Call Center (MCC) will report to the Director of Annual Funds/Alumni Relations. Responsibilities are to coordinate and monitor the activities of the Call Center; provide guidance and direction to Call Center volunteers in regards to scheduling, training, and Call Center operations; review calls received from alumni, donors and/or prospects. He/she will monitor the status of solicited gifts, follow up on all solicitations to ensure customer satisfaction and coordinate and confer with assigned volunteers on progress and changes in schedule/status. Gather and analyze performance data and prepare reports for management regarding Call Center activities, trends, problem areas and training needs; assist in developing and administering Call Center policies and written standard operating procedures; and prepares training manuals and other materials. The candidate will coordinate with the Director an annual Call Center plan to reach all constituencies and work closely with the Advancement team to implement the plan; ensure the accuracy of the Information Technology inventory database; conduct physical inventories and ensure compliance with software licensing requirements. Coordinate with the Director, the installation of hardware/software, implements procedural changes for the Call Center and all mailings with the advancement services team; develop strategies for securing gifts from non-donors to the University; develop strategies to increase the size of gifts from one gift club to a higher gift club. Perform other duties assigned by the Director, Associate Vice President, and Vice President for Institutional Advancement and/or President.