EMPLOYMENT OPPORTUNITIES

Call Center Manager

Department: Annual Giving

Full-Time, Exempt Status

General Description

Under the direction of the Director of Annual Giving, this position manages the day-to-day operations of the University of Hawaiʻi Foundation Call Center. The manager is a critical contributing team member of the Annual Giving program.

Essential Functions

• Responsible for revenue goals and maximizing gift income for Annual Giving
  1. Strategic planning for each fiscal year focused on achievement of revenue goal
  2. Supervise, motivate and regularly evaluate call center staff
  3. Create and maintain a positive, highly productive and professional atmosphere
  4. Oversee nightly team meetings to review goals and evaluate progress
  5. Define and identify prospect constituencies, designing, testing and evaluating market specific solicitation strategies
  6. Consistently evaluate progress toward goals and implement new strategies and/or mid-course corrections
• Manage Annual Giving call center staff
  1. Responsible for overseeing the day-to-day operation and ensure effective and efficient administration of the call center to maximize gift income
  2. Responsible for all aspects of recruitment, hiring, training and evaluation of student workers, as well as all payroll issues
  3. Schedule callers to assure the maximum utilization of stations
  4. Supervise and assist with the development of student supervisors
  5. Acts as a liaison between the call center and campuses/schools for which calling is being conducted
  6. Work with Director of Annual Giving in managing call center budget
• Provide detailed pre and post campaign analysis and technical support
  1. Evaluate and sort data prior to the start of the campaign to share with campus/school/dean
  2. Evaluate and share post campaign reports with Director of Annual Giving
  3. Responsible for ensuring that data moves smoothly between the CamupusCall and UHF database
  4. Ensure proper functionality of all equipment
  5. Primary liaison with Ruffalo Cody on technical issues
  6. Run end-of-day routings and reports
• Contributing member of the Annual Giving team
  1. Meet regularly with the Director of Annual Giving to review current and upcoming Annual Giving activities
  2. Participate in UH Foundation development operations and other meetings as assigned to continuously increase knowledge of the Foundation and UH system, and to leverage that knowledge to benefit Annual Giving programs
  3. Continuously explore new and emerging trends and technology that will further enhance Annual Giving program results
• Performs other work-related duties as assigned

Required Experience and Knowledge

• Experience with recruiting, training, managing and motivating a large staff
• Must be highly organized, detail-oriented, self-motivated and able to work under deadline pressures
• Must have excellent communication skills
• Marketing experience and skills are a requirement
• Must have excellent computer skills especially in use of database and spreadsheet applications
• Minimum two years experience in a call center or telemarketing setting
• Must be able to maintain a positive working relationship with internal and external customers
• College degree required

Schedule

Sunday through Thursday, 12:00 p.m. to 9:00 p.m.

Working Conditions

Based at the University of Hawaiʻi at Mānoa, the position requires some travel, mostly by auto, but occasionally by other modes of transportation. Employee must have a valid driver's license and an acceptable driving record. If not, employee must be able to provide an acceptable alternate method of transportation.

To Apply

Applicants should submit a letter of interest that provides evidence of the qualifications, a resume, and the names, addresses and telephone numbers of at least three professional references to: University of Hawaiʻi Foundation, Human Resources Department, P.O. Box 11270, Honolulu, HI 96828-0270. FAX: (808) 956-9786. Email: humanresources@uhf.hawaii.edu. Deadline: Open until filled.

The University of Hawaiʻi and the University of Hawaiʻi Foundation

The primary purpose of the University of Hawaiʻi's ten-campus system is to provide an environment in which faculty and students can discover, examine critically, preserve, and transmit the knowledge, wisdom, and values that will help ensure the survival of the present and future generations with improvement in the quality of life.

The mission of the University of Hawaiʻi Foundation is to unite donors' passions with the University of Hawaiʻi's aspirations to benefit the people of Hawaiʻi and beyond.

We do this by raising private philanthropic support, managing private investments and nurturing donor and alumni relationships.

UH Foundation is an equal opportunity employer and invites applications from women, members of underrepresented minority groups, and persons with disabilities.