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Assistant Director, Call Center & Digital Fundraising

Company: College of Charleston
Date Posted: July 7, 2017

 

Link to job description: http://jobs.cofc.edu/postings/6385

 

Minimum Requirements

Bachelor Degree and 1+ year higher education fundraising or related experience preferred. Supervisory experience a plus. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

 

Required Knowledge, Skills and Abilities
  1. Knowledge of Ruffalo Noel Levitz Campus Call platform preferred.
2. Demonstrated knowledge of social media platforms and management tools preferred.
3. Raiser’s Edge experience a plus.
4. Strong multi-tasking and organizational skills, attention to detail, analytical ability and time management skills.
5. Willingness and ability to work evenings and weekends as needed.
6. Proven ability to motivate and lead others as a professional.
7. High initiative and the ability to work independently with a sense of urgency to serve customers, both internal and external.
8. Excellent telephone manner, strong communication and proofreading skills.
9. Strong interpersonal skills and the ability to positively interact with a wide array of individuals.
10. Ability to analyze data and make data-driven decisions and recommendations.
11. Ability to work with a high-degree of integrity and complete respect for confidentiality.

 

Additional Comments Regarding Position
This position will require the individual to work for 12 months from 8:30am-5:00pm. Nights and weekends will at times be required. Must be able to work around a flexible schedule.

 

Job Duties

CALL CENTER MANAGEMENT - 35% of time
1. Prepare for and set up calling shifts.
2. Establish short and long term goals, motivate student callers, and improve both performance and productivity.
3. Ensure shifts are appropriately supervised and monitored to improve calI quality, provide assistance, and guidance to student callers.
4. Work with Annual Giving Office colleagues, Advancement Services, Alumni Relations, Admissions staff to create segments, request data uploads, scripts, and call schedules to maximize call center performance and productivity.
5. Ensure calls are coded correctly and call center staff is following appropriate calling guidelines.
 

 

STUDENT CALLER MANAGEMENT - 15% of time
1. Create and maintain a highly effective student caller training program.
2. Use a variety of recruitment tactics to ensure maximum calling capacity.
3. Oversee hiring process of all student call center staff.
4. Coordinate with budgeting and payroll office to ensure paperwork and payroll are accurately prepared and completed in a timely manner.
5. Responsible for all call center staff general management (i.e. scheduling, performance evaluations, training, etc.)
 


DATA ANALYTICS - 5% of time
1. Oversee and enhance the regular and strategic scheduling of data loads and calling initiatives in support of Institutional Advancement’s goals and activities including, but not limited to, fundraising and non-fundraising calling.
2. Develop and produce regular, timely, and accurate performance reports including, but not limited to, calls completed, pledges/gifts secured, individual caller performance, and team performance, as well as relevant performance comparisons.
3. Extract and upload all data necessary to conduct calling initiatives, enter and update collected information into the database, and distribute information to relevant parties (i.e. major gift team, stewardship and donor relations, alumni affairs, admissions, etc.).
 


DIGITAL FUNDRAISING - 45% of time
1. Serve as functional lead for all online giving platforms.
2. Write, maintain and manage online and visual content for the Annual Giving e-solicitations, e-blasts, social media, etc.
3. Develop and maintain a social media strategy for annual giving programs social media accounts and for other development programs as needed.
4. Utilize online platforms such as EverTrue and Reeher to monitor social media engagement and develop strategies primarily geared towards donor acquisition.
5. Lead the College’s annual giving day initiative through set-up and oversight of the digital marketing platform; execute overall marketing and communications strategy for the giving day; and, provide post-event stewardship plan for donors.
6. Implement and manage a strategic plan of action for social media ambassadors, focusing on increasing the number of volunteers and donors. This not only includes content creation for giving days and special fundraising drives, but year-long engagement strategies utilizing the Social Toaster platform.
7. Work in close partnership with advancement services, Assistant Director of Digital Communications, the assistant director of marketing and communications in alumni affairs and the college’s marketing department.
8. Proactively research emerging trends and best practices relevant to areas of responsibility.

 

Salary Range - *$32,838 - $46,799

*Salary is commensurate with education/experience which exceeds the minimum requirements.

 

Offers of employment are contingent upon a successful background check.

All applications must be submitted online https://jobs.cofc.edu

Link to job description: http://jobs.cofc.edu/postings/6385 

1. Prepare for and set up calling shifts.
2. Establish short and long term goals, motivate student callers, and improve both performance and productivity.
3. Ensure shifts are appropriately supervised and monitored to improve calI quality, provide assistance, and guidance to student callers.
4. Work with Annual Giving Office colleagues, Advancement Services, Alumni Relations, Admissions staff to create segments, request data uploads, scripts, and call schedules to maximize call center performance and productivity.
5. Ensure calls are coded correctly and call center staff is following appropriate calling guidelines.