University of Waterloo

Remote Calling Program Supervisor

Requisition ID 2021-6888
Job Category
Advancement
Department
Office of Advancement
Employment Type
Temporary
Time Type
Full-Time
Hiring Range
$43,934 - $54,918

Overview

Term: 8 months

 

The Remote Calling Program Supervisor plays a critical role in the implementation and day-to-day operation of the Office of Advancement’s Remote Calling Program. Primary responsibilities carried out by this position include supervising up to six (6) student callers including ensuring data security, accurate tracking and reporting of results, and exemplary service for the University’s donors and prospects. The Supervisor is a member of the Annual Giving team and works closely with the Development Officer, Annual Giving.

Responsibilities

Supervision

  • Supervises, coaches and motivates the Development Outreach Associates

  • Ensures that Development Outreach Associates work within PCI compliance standards for the University of Waterloo

  • Ensures exemplary service for our donors and prospects

  • Organizes and assigns donor segmentation based on best practices and University priorities

  • Oversees issues management and acts as the primary contact for any tech support issues. Liaises between Development Outreach Associates, technical support, and the Annual Giving team

  • May be responsible for conducting telephone calls to secure charitable gifts from University of Waterloo alumni, parents, and friends to support the University’s priority projects and funds

 

Training

  • Schedules, plans and implements a training and orientation plan for the Development Outreach Associates. This plan will include training on the remote calling software (RNL Engage), donation platform (iModules), fundraising and donor relation skills, PCI compliance, and the University’s priority projects and funds

  • Coaches the Development Outreach Associates and offers feedback to improve performance

  • Makes recommendations to the Director, Annual and Planned Giving on updates to training materials including scripts and placements

 

Reporting

  • Submits weekly fundraising reports, which include tracking daily calling metrics and progress toward achieving daily and overall program targets, to the Director, Annual and Planned Giving

  • Submits two (2) end-of-term reports on the program in December 2021 and April 2022, including overall program metrics, challenges and successes

  • Brings any ongoing issues to the attention of the Director, Annual and Planned Giving

 

Other

  • Other duties as assigned

Qualifications

  • Completion of a Bachelor’s degree or diploma or equivalent education or experience
  • Fundraising experience in a call centre and/or the university environment is a strong asset

  • Supervisory and/or management experience is a strong asset

  • Experience working in the Office of Advancement’s Call Centre at the University is preferred

  • Excellent time management skills and demonstrated ability to meet competing deadlines in an organized manner

  • Must have strong leadership, communication (oral and written), and interpersonal skills

  • Tact, diplomacy, confidentiality, and sensitivity required at all times

  • Must be comfortable working in a highly computerized and remote work environment

  • Proven ability to work collaboratively in a high functioning team within a dynamic environment

  • MS Word: Intermediate

  • Excel: Intermediate

  • Constituent Management Software: Basic

  • Experience with The Raiser’s Edge’s database is an asset

  • Experience with RNL Engage remote calling software or RNL CAMPUSCALL phonathon software is an asset

Equity Statement

The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.

 

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion.  As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuit/Inuk, Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

 

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

 

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.

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