Job Opportunity

Contact Center Manager

Department:

Development

Reports To:

Director of Donor Engagement

Position Summary:

This position is responsible for the optimization of the Contact Center’s day to day operations to ensure the goals and objectives are achieved. The Contact Center maintains the primary responsibility of assisting donors and the public with making donations, answering questions about a donation or general inquiries about our ministry. An excellent contact center manager must be an organized, reliable and a results-driven professional. They must possess critical thinking to solve problems in a decisive manner with the “big picture” in mind and lead staff to achieve objectives in a Christ-like manner. As a contact center manager, you must also have excellent customer service and communication skills.

Duties and Responsibilities:

  • Work with other management team members to identify trends and develop call center objectives, keeping profitability and efficiency in mind
  • Analyze call center statistics and adjust processes to meet or exceed goals
  • Lead team meetings and cross-departmental meetings when needed to discuss Contact Center activities, strategies and goals
  • Hire, train, coach, and lead contact center representatives to provide excellent support for donors (customers) and the public
  • Responsible for providing operational support for Contact Center technology functions including inbound & outbound calls, email, chat and back office functions
  • Answer staff’s questions, guiding them through difficult calls or issues, diffusing angry customers/donors, or handling issues that are escalated
  • Ensure staff members achieve desired service levels – reward or take corrective action, as needed
  • Prepare weekly/monthly reports and analyze contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer/donor satisfaction
  • Define and develop strategic recommendations to improve afterhours vendor performance and the overall business and operational strategy for outsourced vendor management
  • Track and analyze Key Performance Indicator data (first contact resolution rate, response times, call-waiting time, ) – identify and analyze trends and develops strategic recommendations in relation to call volume, shrinkage, attendance and attrition.
  • Responsible for meeting call center operational costs and financial objectives by providing insight across operations and total business performance and investigating means to improve cost-efficiency for all initiatives
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Plan for and react to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy by creating and maintaining SOPs, FAQs and scripts for common interactions
  • Developing self-service customer service in order to improve customer experience, provide 24/7 service, and realign staff handling time to more revenue impacting activities
  • Create a Customer Experience (CX) vision by establishing a framework for customer feedback and satisfaction that allows for identification of training gaps, broken processes, negative staff behaviors and other areas of improvement
  • Responsible to lead in a Christian manner and to create an environment of spiritual growth for employees
  • Regularly evaluate systems and processes to ensure maximum efficiency and revenue with a focus on retention and recovery processes
  • Ensure excellent quality of the program by regularly monitoring calls, troubleshooting issues, and reviewing data for accuracy
  • Work with gift processing, donor communications, and other staff to assess and implement improvements to existing backend processes, procedures and vendors (including credit card and EFT processing)
  • Support the development of annual budgets, revenue goals, and the projection, tracking and approval of expenses
  • Other duties as assigned

Knowledge, Skills & Abilities Require/Preferred:

  • Knowledge of customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient

Experience Requirements:

  • Experience in a call center environment is required
  • Seven – ten years of management experience is desired
  • Experience with not-for-profit organization is preferred

Education or Certification Requirements:

  • Bachelor’s Degree in communications, business management or related field is required
  • Customer Experience (CX) certification, coursework or training is highly desired

Application Process

Please submit your resume by email to HR@CrossCatholic.org and include the title of the position in the subject line. Please be sure to include a cover letter detailing your spiritual background.

Cross Catholic Outreach is a Christian ministry and provides excellent employee benefits. We are a Christian Humanitarian Aid Agency assisting the poorest of the poor around the world. Please visit our web site to learn more about the mission, vision, statement of faith and core values of our organization.