Call Center Manager Job Description

Catapult Fundraising, Inc. is a national fundraising consulting firm working with nonprofits to conduct highly personalized telephone outreach programs, capital campaigns, and capacity building programs. Catapult is headquartered in Henderson, NV with offices in Dallas, TX, Corpus Christi, TX, Wayne, NJ, and Western New York.

Position Overview: 

The Call Center Manager (based in our Henderson, NV headquarters) will work in partnership with our account executives to achieve our clients’ fundraising goals by leading a successful cadre of callers to raise philanthropic support through highly personalized phone, email, digital and text campaigns.

The ideal candidate demonstrates superior communication and interpersonal skills and has experience working in a University or other related fundraising call center.

The ideal candidate must possess strong computer skills, including but not limited to, knowledge of Microsoft Excel, Word, PowerPoint, AND Access. Ability to quickly learn new software used for monitoring and training purposes is imperative.

This position requires non-traditional hours.

The Call Center Manager must be professional, well-groomed, and exhibit strong writing skills, organizational skills, and computer/technology skills.

Principal Duties

  • Works with the account executives to establish nightly, weekly and program goals for client programs.

  • Oversees the general operations of the entire calling center, including managing callers, calling supervisors, developing call scripts, establishing calling schedules, and managing computer database files.

  • Manages the on-going training, education and evaluation of the caller cadre to ensure success. The Call Center Manager will actively monitor phone calls during calling shifts, role play with callers, and counsel callers on how to overcome objections.

  • Works with the talent acquisition manager to ensure proper staffing of the call center is maintained and the right candidates are being hired to represent our clients.

  • Ensures proper attendance and success of callers by monitoring caller stats, providing monthly evaluations to callers, coaching them towards improvement, and implementing an incentive plan to motivate callers.

  • Generates daily and weekly reports for the account executives analyzing the data to identify strengths and weaknesses of the program and recommends adjusted strategies as needed.

  • Enforces policies, procedures, and standards of quality and excellence in the call center.

  • Assists in nightly reporting to ensure clients receive their results the following morning.

  • Handles other assignments as directed.

Knowledge, Skills and Abilities

  • Sound judgment, thoughtfulness, and the attention to detail necessary to establish a judicious balance between Catapult’s priorities and clients’ interests.

  • Strong interpersonal skills, ability to articulate and present when communicating with individuals and groups, including internal and external audiences, i.e., staff, clients, conferences, potential clients, vendors, etc.

  • Computing proficiency, including database skills, and the ability to use technology to gather, interpret, organize, and present data.

  • Evidence of entrepreneurial spirit, high personal standards representative of Catapult's commitment to excellence, and the ability to motivate staff to accomplish goals and objectives.

  • Evidence of self-motivation and the ability to work both independently and with teams.

  • Demonstrated ability to handle multiple assignments and changing priorities as circumstances may dictate.

  • Knowledge of and commitment to the values and mission of Catapult Fundraising.

Qualifications

  • Bachelor’s degree from an accredited 4-year college/university

  • Demonstrated ability to learn and utilize new software efficiently

  • Minimum 2 years of related work experience. Experience managing employees, students or volunteers preferred. Ability to manage multiple projects and meet deadlines. Ability to analyze and interpret data to identify trends in giving.

  • In-depth knowledge of and proficiency in Microsoft Office Suite (Word, Excel, Access and PowerPoint).

  • Willingness to work evenings and weekends

  • Demonstrated leadership skills

  • An understanding of the importance of non-profits in our society

  • Ability to multitask

  • Self-starter and highly motivated

  • Experience writing both statistical reports and project reports

  • Outgoing pleasant personality

  • Business-like appearance and demeanor

Cover letter: To be considered for this position, please explain how your skills and experience meet the requirements/qualifications listed above.

E-mail your resume and cover letter to dariang@catapultfr.com

Job Type: Full-time, 40 hours/week

Salary: Commensurate with experience.

Benefits: Health insurance reimbursement, paid vacation, personal days, and quarterly sales bonuses.

Headquarters:

2651 N. Green Valley Parkway, Suite 102D Henderson, Nevada 89014

Offices:

Dallas, Texas         

Bemus Point, New York       

Wayne, New Jersey