Engagement Center Supervisor

RNL will soon be adding to our Engagement Center staff in Cedar Rapids.  An Engagement Center Supervisor will lead campaign and program efforts for non profit clients partnering with RNL.
 

The full-time Engagement Center Supervisor will be responsible for management and administrative duties related to professional staff development, on-going coaching and mentoring, as well as individual and program performance metrics. The Supervisor role requires the ability to analyze numbers/data and make strategic decisions related to program performance.

This Engagement Center Supervisor role is an early career opportunity working collaboratively with a Engagement Center Manager to offer instruction, guidance, and leadership to a calling center staff of representatives (Engagement Center Ambassadors).  

Essential Duties/Responsibilities: (not limited to)

• Manage, coach, and mentor Engagement Center Ambassadors to ensure their professional and personal development
• Responsible for implementation and coordination of strategies, information, and procedures necessary for Engagement Center Ambassadors to perform their jobs efficiently
• Set expectations by providing coaching and counseling, communicating performance metric expectations, and administering disciplinary action when necessary
• Convey a professional and positive image internally and externally
• Communicate effectively via phone and through e-mail
• Responsible for statistical analysis
• Responsible for strategic planning on individual fundraising campaigns
• Communicate with clients on regularly scheduled project status calls
• Manage complex RNL campaigns for partner institutions

Education, Licenses/Certifications, Skills and Work Experience:

Required:

• Bachelor's degree or equivalent work experience
• Ability to inspire, support and lead team members in a high energy environment
• Ability to plan and prioritize work tasks / functions
• Willingness to learn industry best practices and processes
• Ability to communicate in an appropriate and professional manner
• Proficiency in Microsoft Office products (MS Word, Excel, etc.)
• Willingness to work an afternoon / evening schedule
• This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
• This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds)
• Must be able to work in an environment where the noise level is moderate

Preferred:

• Previous supervisor and or leadership experience
• Experience working in a calling center
• Experience working in a university phonathon or telefund; annual giving environment