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Outreach Center Manager

Apply now Job no: 500309
Work type: Regular
Location: Malibu Campus
Categories: Advancement, Administrative/Office Support, Other, Communication/PR/Marketing

The Outreach Center Manager is responsible for planning, organizing, and managing the telephone fundraising for Advancement, including development and management of student supervisors and recruiting, hiring, and training of student callers. This role also coordinates Seaver College student philanthropy. The Outreach Center Manager will perform daily, weekly and long-term statistical analyses, act as liaison between student callers and Pepperdine staff, and be capable of effectively maintaining the integrity of a Pepperdine outreach center. The outreach center exists to facilitate a dialogue between Pepperdine and its constituents (alumni, parents, students, etc.) and cultivate engagement opportunities and a healthy donor base.

Duties

  • Oversee all aspects of call center operations and strategy by conducting needs assessments; defining and implementing customer-service standards; educating callers on current fundraising and alumni engagement initiatives; serving as a liaison between the call center, the Pepperdine Fund, Advancement Services, and the external phone program vendor; partnering periodically with Advancement Officers and other departments to develop targeted calling campaigns for various University initiatives; contributing information and analysis to organizational strategic plans and reviews.
  • Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining, and leading a team of approximately 30 part-time student callers and 1-2 student supervisors; implementing scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; administering performance evaluations; planning and reviewing compensation actions; enforcing policies and procedures.
  • Coordinates the Seaver College student giving initiative and advises the Student Philanthropy Council.
  • Run, review, and analyze statistical reports generated by the phonathon software; prepare and send daily and weekly statistical and data reports to team members as requested; manage productivity of calling campaigns, metrics that include total pledges/total dollars secured, completes per hour, and other internal budget metrics; analyze historical data and current year statistics to include suggestions, recommendations, and solutions for running an efficient calling program.
  • Develop segmentation strategy and recommend calling plans for each campaign in order to meet daily, weekly, quarterly, and overall fundraising donor count goals and benchmarks, utilizing clear guidelines and metrics for evaluating ongoing progress and fulfilling quotas, while also allocating ample calling hours for alumni engagement and donor stewardship.
  • Develop creative materials for segmented populations of constituents (e.g., calling scripts and placemats, pledge reminders, thank-you emails and letters) in conjunction with Integrated Marketing Communications & Print Services; prepare and send daily pledge reminders and thank-you letters.
  • Manage call center equipment, technology, and physical work space by conducting quality and safety assessments, monitoring equipment, developing preventative maintenance programs, calling for repairs, recommending hardware and software upgrades, and evaluating work space functionality.
  • Perform other duties as assigned.
  • Uphold University mission through work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: Bachelor's degree, Experience working in a calling center; Fundraising or non-profit experience via employment or internships
Excellent written and verbal communication; Database management; Customer service focus and people skills; Strong supervisory, organizational, and leadership abilities; Must be able to multi-task, innovate, motivate, and work well under pressure; Entrepreneurial skills and the ability to take ownership of calling centers, utilizing innovation and creativity to advance and improve productivity; Ability to reduce issues to core elements and to develop solutions using problem-solving and analytical skills; Must be able to work in an environment where the noise level is moderate; Requires flexibility with day, evening, and weekend hours needed to successfully manage program; Must be willing to be a team player and perform other duties as assigned. Proficient in Microsoft Suite (i.e., Excel, Word, PowerPoint) and Google Suite.

Preferred: Managerial or leadership experience working directly in a college or university's fundraising and alumni engagement-focused calling center; Experienced fundraising background (calling center and/or annual fund experience); Familiarity with Pepperdine culture, mission, and values; Knowledge of business operations and strategy, via coursework or work experience Working knowledge of Pepperdine platforms and systems (e.g., Raiser's Edge and call center software).

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws.

This is a Regular, Nonexempt, 40 hour per week position.

Salary: Commensurate with experience.

Advertised: Pacific Daylight Time
Applications close:

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