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Call Center Manager

Company: Kansas State University Foundation
Location: Manhattan
Posted on: November 16, 2021

Job Description:

Description:We are searching for top talent to join our Strategic Solicitations team and lead our call center program! The Call Center Manager works to recruit, hire, train and manage a staff of part-time students to build relationships, maintain records, and raise funds to support Kansas State University. The Manager collaborates with team members to carry out the goals and objectives of the telephone program. This position strives to create an engaging and positive learning environment. This role requires an ability to be highly organized, coach/mentor others, and ability to collaborate with others. The Manager oversees the implementation and deployment of calling strategy to achieve predetermined benchmarks. The Manager directs all aspects of the telephone program including utilization of a customer management software.As a Certified Great Place to Work, organizational culture and employee engagement is important to us. We strive to harness your talents and build upon your strengths. We offer resources for professional growth so team members can find their purpose, a path to grow, ways to add value and thrive. Work alongside passionate, caring, and talented people who trust and challenge one another in our intentional pursuit to be the best.Hours of WorkSunday through Thursday evening calling sessions. Specific calling sessions subject to change based on program needs. Monday through Friday modified in-office hours. Core Responsibilities include but are not limited to:

  • Manage all operational functions of the telephone program including recruitment, training, mentoring, evaluating, scheduling, retention, and supervision of part-time employees.
  • Analyze caller performance data to coach others toward maximizing results.
  • Work to achieve daily, weekly, and monthly fundraising targets.
  • Provide routine reporting of telephone program results to the Strategic Solicitations team.
  • Collaborate with team members to develop, routinely audit, and update SGO calling and training materials to reflect program objectives.
  • Attend staff meetings, planning sessions, and other program related meetings as required.
  • Other work-related responsibilities as assigned.. Requirements:
    • Bachelor's degree or equivalent combination of professional work experience and education
    • Knowledge of recruiting techniques (sourcing, interviewing, job posting advertisement, pipeline building) and employment branding
    • Proven track record utilizing leadership skills, independent judgment, maturity, tact, and strong communication skills through verbal and written means
    • Ability to prioritize and coordinate projects to deliver results
    • Ability to meet timeline expectations and follow through on projects
    • Service oriented approach with the ability to listen and translate donor needs into action
    • Experience analyzing data and setting goals
    • A valid motor vehicle operator's license and acceptable driving recordDesired Skills & Experience:
      • Minimum of 2 years supervisory experience in a call center, retail, or similar environment
      • Experience with recruitment, training, scheduling, shift management, and other general HR knowledge
      • Ability to work independently with minimal supervision
      • Driven and hard working
      • Basic understanding of employment laws
      • Experience using computer based software programs, including applicant tracking systems
      • Passion and enthusiasm for the university and the mission of the FoundationTravel:
        • No travel requiredRoles who may find success in this position include:
          • Call Center Supervisor
          • Call Center Manager
          • Call Center Lead
          • Retail Management
          • Retail Sales Manager
          • Retail Sales & Operations Manager
          • Assistant Retail ManagerCommitment to Inclusion and BelongingThe Foundation is committed to providing opportunities for all employees to succeed by creating an environment that is inclusive and draws upon the strength of the diverse backgrounds and personal experiences of our team.Employees cultivate a supportive, welcoming, inclusive, and equitable work environment that allows everyone to feel connected to the organization's mission and contribute to their full potential.Why work at Kansas State University Foundation?
            • Competitive benefits package including health, dental, company paid life insurance, and a variety of voluntary benefits
            • 403(b) retirement plan with 10% company contribution
            • Company paid HSA contributions
            • Paid leave including vacation, sick, personal and volunteer
            • 6 weeks of paid parental leave
            • Paid holidays
            • Tuition and certification assistance
            • Paid professional development opportunities
            • Access to extensive online library of technical and soft skill courses through LinkedIn Learning
            • $300 annual wellness program reimbursement
            • EAP (Employee Assistance Program)
            • Adoption assistance program

Keywords: Kansas State University Foundation, Manhattan , Call Center Manager, Executive , Manhattan, Kansas

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