Telefunding Supervisor

Department: Development
Available: July 2017

Position Summary

This position supervises designated calling shifts, which includes coaching and supervision of Telefundraising representatives and management of the processes that support Telefundraising campaigns. Supervisors must have high-level competencies in staff management, scheduling, sales coaching, lead management and analysis. Must be results-oriented, a positive motivator of staff and work well within a team environment. 

 

Primary Responsibilities

  • Supervise Calling Shifts.
  • Meet or exceed daily, weekly, period, and annual revenue objectives.
  • Create and maintain a positive and structured work environment by informing reps of daily goals, premiums on offer, etc. and by being a constant presence on the floor.
  • Motivate and coach the Telefundraising representatives by monitoring reps, listening to calls on the floor, and providing constructive feedback.  
  • Maintain quality control through random pledge and gift verifications, regular checks of call backs, etc.
  • Manage leads through the Aspect Dialer and Access database; ensure that a strategic combination of leads is being worked constantly.
  • Maintain proficiency in general maintenance and upkeep of Call Center, including training in all procedures, reporting, the Met’s fundraising system Tessitura, and customer service issues.
  • Make outbound fundraising calls regularly.
  • Other duties as assigned.


Qualifications and Skill Requirements

  • B.A. Degree or equivalent preferred.
  • Five years prior call center management experience in a sales or fundraising environment
  • Prior experience in a performing arts Call Center a major plus.
  • Proven track record in sales
  • Skills and motivation to teach and learn advanced sales techniques and strategies as related to outbound phone sales
  • Demonstrable positive attitude in relation to training, managing and supervising
  • Computer literate, knowledge of Microsoft Office Suite, Tessitura a plus
  • Prior ACD and automated dialer experience a plus
  • Experience in a fast-paced and changing environment
  • Excellent interpersonal and communication skills both written and verbal
  • Team participation and leadership abilities
  • Regular night and weekend work is required


To Apply:

Please send your resume and cover letter to resumes@metopera.org, including “Telefunding Supervisor” in the subject line of your e-mail.

E-Mail (Preferred): resumes@metopera.org