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 Telephone Outreach Program Coordinator

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The incumbent reports to the Director of Annual and Special Gifts, but is expected to work with a high degree of autonomy.

The Director of Telephone Outreach Program (TOP) is responsible for planning and overseeing highly specialized telemarketing program to raise the maximum number of contributions from over 200,000 contactable alumni, parents, students and friends.

The Director, TOP must ensure the telephone solicitation of alumni, parents, and friends in a timely, accurate, and cost-efficient manner.

Overall job responsibilities include:
  • Assisting in the development, implementation and management of campus-wide annual giving service operation,
  • Developing strategic plans for donor acquisition, renewals and upgrades,
  • Implementing telemarketing strategies and best practices, analyzing and communicating results and identifying and implementing opportunities to improve program performance,
  • Managing program budgets and providing client/customer service to campus clients (units),
  • Developing new program opportunities to solicit and maintain campus-wide participation and usage of Annual Fund Telephone Outreach Program services.

Other responsibilities include:

  • Managing the ongoing telemarketing program using student callers. recruiting, training, staffing of calling shifts, maintaining a calling cadre of 80-100 student callers throughout the year.

Requirements:

  • The incumbent must have the capacity to lead and mentor staff and student employees in a team environment.
  • Demonstrated experience managing and supervising personnel including training, delegating work assignments, setting expectations, and monitoring performance.
  • Ability to motivate employees, maintain good morale, and serves as a resource to others.
  • Skills and ability to articulate procedures and processes to staff.
  • Demonstrated supervisory and personnel management skills to effectively recruit, select, hire, train, evaluate performance and perform conflict resolution for staff supervised.
  • Ability to recognize and maintain security of confidential information.
  • Demonstrated experience in annual fund program management.
  • Experience in conceptualizing, writing, producing and evaluating scripts, telemarketing messages, and market segmentation analysis and strategy formulation to increase the volume of telephone solicitations.
  • Demonstrated ability to strategically plan and independently make decisions based on existing gift solicitations, call methods, and annual fund/gift policies.
  • Experience and/or knowledge of development and fundraising techniques are essential.
  • Demonstrated experience in the application and implementation of telemarketing practices in annual fundraising in a higher education/non-profit environment preferred.
  • Demonstrated skill in customer acquisition (donors and campus clients)
  • Proficiency with the development and application of client/customer service delivery models in an outbound telemarketing/call center environment.
  • Proven track record in client services and process improvement
  • Demonstrated skill and experience to independently plan, coordinate, and manage multiple targeted telemarketing initiatives and specialized/customized telemarketing programs for highly segmented populations with the goal and strategies to acquire, retain and upgrade donors.
  • Demonstrated experience in negotiating various on-campus agreements (MOU). The incumbent must have the ability and the capacity to represent Development/Annual Fund in building and maintaining a productive and effective revenue generating centralized annual fund program.
  • The incumbent must have experience in presenting program offerings, develop client need assessment, and customized call plans when required.
  • Proven skills to compile and assimilate large/complex data sources and apply relevant information according to client expectations in various usable formats.
  • Demonstrated experience in deriving defensible, annual fund strategies and business (revenue) recommendations for approval by both senior management and internal client leadership.
  • Ability to analyze data from a wide variety of sources and present statistical information in an understandable, appropriate format.
  • Excellent analytical skills to anticipate/identify issues; compare data to multi source sets of information to draw conclusions, develop goals/plans for resolution and implementation.
  • Ability to translate plans into action and to meet objectives, prepare reports of results.
  • Technical understanding of an automated telemarketing software program, SmartCall preferred.
  • Demonstrated ease with utilizing spreadsheets and large/complex databases (Advancement Information System (AIS) preferred) in order to perform program and solicitation analysis.
  • Strong leadership, managerial, organizational and communication skills.
  • Demonstrated experience working with a culturally diverse workforce and constituency.
  • Skill to exercise tact and diplomacy in dealing with others and establish and maintain cooperative working relationships.
  • Ability to work independently and as part of a team.
  • Skills to apply generally accepted accounting principles (GAAP) and institutional policies and procedures relative to budgeting, accounting, purchasing, payroll, and personnel.
  • Demonstrated experience and knowledge of budgeting practices, including preparing budgets, budget reports/forecast projections and reconcile expenses.
  • Ability to conduct statistical data analysis and generate analytical reports.
 
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