Call Center Floor Manager Washington, DC
General Summary: The Call Center Floor Manager reports to the Call Center Director and has responsibility for daily operation of each call center shift. This requires in-depth knowledge of campaigns, coaching and monitoring of the fundraising staff, and partnering with Client Services to provide feedback and adjust campaign strategy as needed.
Position Description:
- Coordinate with the AE's to understand the client, project, message, goals, etc. and be a Subject Matter Expert for all programs currently on the floor.
- Partner with AE to prepare any initial and ongoing communications with the Fundraisers including but not limited to:
-
- Briefing materials
- Background information
- Additional and supplemental information
- Attend initial briefings and be prepared to conduct any additional briefings and supplemental meetings as campaign performance merits.
- Conduct documented training monitoring (remote and side by side) feedback sessions on an ongoing basis
- Communicate campaign results to the fundraising team including but limited to:
- Proactively provide feedback as necessary to the AE regarding campaigns
- Maintain a STRONG floor presence
- Proactively take appropriate action to maximize performance for each campaign
- Perform all opening and closing procedures including all necessary reporting on a daily basis
- Understanding of business reasons for, and ability to follow, all calling plans
- Facilitates client monitoring sessions
- Handles escalated donor calls; communicates escalated call issues with call center management team and Client Services when necessary
- Partnering with the other Managers to ensure coordination and execution of any special plans, monitoring coaching, communications, etc. needed to ensure the success of all campaigns
- Serves as a SME (subject matter expert) in one or more specialty areas, as directed by Call Center Director
- Maintain a professional work environment and take appropriate corrective action when necessary
- Demonstrate professionalism at all times
- Other projects and responsibilities as necessary
Must Have:
- Ability to facilitate innovation teamwork and effective team problem solving
- Strong communication, interpersonal, management, problem solving and leadership skills
- Demonstrated commitment to high levels of quality, customer service and client satisfaction
- High degree of comfort and effectiveness dealing with people from diverse backgrounds
- Self motivation
- Ability to meet deadlines and juggle many projects concurrently
- Demonstrated leadership ability
- Computer skills: essential - spreadsheet, word, email; desirable - database
Salary & Benefits: Salary is competitive with industry standards. Strong benefits package includes: health, dental, disability and life insurance, 401(K) plan, and a generous vacation plan.
Please send or fax your resume & salary requirements to:
Christina Loftis
Share Group
73 Chapel St.
Newton, MA 02458
Fax 617-629-4510
cloftis@sharegroup.com
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