Contact Center Manager – Franciscan University of Steubenville (Steubenville, OH)

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CONTACT CENTER MANAGER
Education: University/College, FT Employee
Franciscan University of Steubenville (Steubenville, OH)

Contact Center MANAGER
_____________
DO YOU HAVE A BURNING DESIRE to serve the mission of a top Catholic university? Are you an excellent sales-team manager? Do you have a head for numbers-and a heart for students and mission?

Franciscan University of Steubenville is looking for a superlative manager to oversee the Contact Center and continue building an outstanding Phonathon program. A combination of sales-team manager, coach, communications pro, and fundraiser, the Contact Center Manager is a development professional who understands how to communicate effectively with our alumni, parents and friends; how to set and surpass goals; and how to motivate teams to peak performance.

We have an established Phonathon program with a proud tradition. Building on this, the next Contact Center Manager will develop a program that:

Reflects the evangelizing mission of Franciscan University and authentically conveys the University’s spirit and values through its contact work.
Provides a genuine expression of warmth, respect, and friendship in contacting our alumni, parents, and friends.
Sets and attains strong fundraising goals.
Strives to inculcate lifetime values in the student callers including leadership, responsibility, hard work, desire for excellence, and ethical decision-making.
Charts a path to robust, long-term growth.

The responsibilities of the Contact Center Manager include three capacities: technical, managerial, and strategic.

On the technical side, the CCM is responsible for the smooth running of Phonathon operations. In conjunction with the Advancement Information Manager and the Office of Information Technology, the CCM ensures that telephony and computer resources operate efficiently. The CCM will master the RuffaloCODY CampusCALL system and be proficient in running reports and interpreting analytical information.

As a manager, the CCM will recruit, train, and develop teams of student callers and supervisors. Calling programs will have 40 to 50 students or more. The CCM will oversee an extensive in-house training program that includes hand-on practice, evaluation, and metrics. The CCM will understand how to set fundraising goals and how to lead teams to surpass those goals.

In strategy, the Contact Center Manager must know how to analyze data, build projections, and design a program for long-term success. Working with the Development management team, the CCM proposes, evaluates, and implements contact-related development projects that will enhance charitable giving to the University.

The Contact Center Manager is part of the Annual Giving Team and works closely with team members to ensure success in Annual Giving operations.

Over time, the CCM’s responsibilities may grow to incorporate other aspects of constituent contact work, including direct mail, social media, and crowdfunding.

EDUCATION AND WORK EXPERIENCE

Bachelor’s Degree required. Experience in sales-team management, Phonathon operations, or related field with demonstrable results.

SUMMARY OF QUALIFICATIONS

Sales-team management experience.
Phonathon operations experience desired, but secondary to strong sales-team background.
Excellent leadership skills through personal example and positive motivation.
Ability to set and surpass goals.
Ability to develop a top-flight training program.
Insistence on integrity.
Passion for great client service.
Desire to drive operations to new heights.
Love of the FUS mission and students.

You must demonstrate outstanding integrity, enthusiasm, team skills, and a desire to serve at the forefront of one of the nation’s premier Catholic universities.

Hours: Monday-Thursday: 2:00 PM – 10:00 PM; Friday: 9:00 AM – 5:00 PM; occasional mornings and Saturdays. Salary $35,000 – $40,000 DOE with excellent benefits and tuition-waiver program.

Please send resume with cover letter and three references to: [email protected]

Franciscan University of Steubenville is committed to principles of equal opportunity and is an equal opportunity employer. (117)

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  • Franciscan University in Steubenville OH
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