Call Center Manager

Dear Applicant,

Thank you for your interest in the Non-Profit Call Center Manager position at Jordan Valley Retreats. We are looking for a dedicated individual to lead our call centers' fundraising initiatives.

In this role, you will be crucial in managing and improving our call center's day-to-day operations. Your responsibilities will include ensuring our customer service representatives achieve their goals while providing excellent donor experiences. You will be involved in staffing, training programs, and quality control, as well as using data to refine our processes and boost efficiency.

Your key responsibilities will encompass:

Staff Management: Recruiting, onboarding, mentoring, and assessing call center staff, including conducting performance evaluations and creating development plans.

Operational Efficiency: Creating and putting into action strategies to enhance call center productivity, such as refining workflows and planning resources effectively.

Performance Monitoring and Analysis: Monitoring key performance indicators (KPIs), analyzing data to spot trends, and creating reports to highlight areas for improvement.

Customer Satisfaction: Handling donor feedback, promoting positive interactions, and putting quality assurance measures in place.

Budgeting and Financial Management: Overseeing the call center budget, monitoring expenditures, and finding opportunities for cost savings.

Communication and Collaboration: Clearly communicating organizational objectives to the team, working with other departments, and representing the call center in meetings.

Technology and Equipment: Keeping informed about the latest call center technologies and ensuring our equipment is operating correctly, as well as implementing new technological solutions.

We are seeking candidates with the following skills and qualifications:

Leadership and Management: Proven ability to lead, motivate, and organize teams.

Communication and Interpersonal Skills: Exceptional communication, interpersonal, and conflict management abilities.

Data Analysis and Reporting: Adept at analyzing data, identifying patterns, and producing insightful reports.

Customer Service and Sales: Background in customer service, sales, or a related sector.

Problem-Solving and Decision-Making: Skilled in identifying issues, evaluating situations, and making sound decisions.

To express your interest in this opportunity, please submit your resume in response to this posting.

Thank you for considering this position at Jordan Valley Retreats.

Sincerely,

Jordan Valley Retreats