Call Center Coordinator (Telecommunications Manager)
Division: Institutional Advancement
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DESCRIPTION OF DUTIES : The Call Center Coordinator (CCC) will report to the Director of Annual Funds/Alumni Relations. Responsibilities are to coordinate and monitor the activities of the Call Center; provide guidance and direction to Call Center volunteers in regards to scheduling, training, and Call Center operations; review calls received from alumni, donors and/or prospects. He/she will monitor the status of solicited gifts, follow up on all solicitations to ensure customer satisfaction and coordinate and confer with assigned volunteers on progress and changes in schedule/status. Gather and analyze performance data and prepare reports for management regarding Call Center activities, trends, problem areas and training needs; assist in developing and administering Call Center policies and written standard operating procedures; and prepares training manuals and other materials. The candidate will coordinate with the Director an annual Call Center plan to reach all constituencies and work closely with the Advancement team to implement the plan; ensure the accuracy of the Information Technology inventory database; conduct physical inventories and ensure compliance with software licensing requirements. Coordinate with the Director, the installation of hardware/software, implements procedural changes for the Call Center and all mailings with the advancement services team; develop strategies for securing gifts from non-donors to the University; develop strategies to increase the size of gifts from one gift club to a higher gift club. Perform other duties assigned by the Director, Associate Vice President, Vice President for Institutional Advancement and/or President.
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| QUALIFICATIONS
Bachelors degree in marketing, business, philanthropy, or related field required. Must have strong oral and written communications skills; three to five years of proven experience in Call Center/Telecommunications operations and procedures; possess annual giving experience with a non-profit institution, skills in customer service and communication, excellent selling, and marketing skills, and a self-starter.
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GENERAL INFORMATION Position Title: Call Center Coordinator (Telecommunications Manager)
Division: Institutional Advancement
Recruitment Pool: Open to the General Public
Position Type: Full-time/Staff
Source of Funding: Grant-Funded/Restricted
Posting Date: August 10, 2009
Closing Date: Open Until Filled
Work Days: Monday - Friday
Working Hours: 8:00 a.m. – 5:00 p.m.
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Candidates must submit an application, a resume, an official transcript, and three letters of recommendation to:
Claflin University – Human Resources Office
400 Magnolia Street, Orangeburg, SC 29115
Fax # 803-535-5818
E-mail: eeasterlin @claflin.edu
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