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    Manager, Call Centre - Ontario, Canada - York University

    York University
    York University Ontario, Canada

    6 days ago

    Default job background
    Permanent Full time
    Description

    Purpose:

    The Division of Advancement promotes York University's teaching and research priorities by engaging our diverse community of alumni and friends to build long-term mutually beneficial relationships to secure philanthropic support for the University's students.


    Our division is comprised of four departments:

    • Advancement Services & Operations is the administrative and technology support unit for all Advancement activities
    • Alumni Engagement provides programs, services, and engagement to over , York alumni worldwide
    • Development leads efforts to promote and secure philanthropic support from alumni, donors, friends, corporations, and foundations
    • Advancement Communications & Marketing works to promote and communicate alumni and donor messages along with direct marketing services for alumni and donor engagement

    Our mission is to inspire and cultivate meaningful engagement and philanthropic support within our diverse communities to advance York University's excellence in education, research and community service.

    We accomplish our mission through our values of accountability, collaboration and support of this mission, the Manager, Call Centre, works with the Associate Director, Annual Giving in the coordination and management of the York University Call Centre activities including the recruitment, hiring, scheduling, performance management and management of the day-to-day operation of a fully automated Call Centre.

    The Manager is also responsible for the daily maintenance and operation of the automated dialing system, which is used to contact over , of York University alumni, parents and friends on a yearly basis.

    The objective of the Call Centre is to deliver pertinent information to alumni, parents and friends, update demographical information, and acquire financial support for York University.

    Education:

    Post-secondary diploma.

    Experience:

    2 years experience managing telemarketing programs and/or Call Centre operations.
    1 year management or supervisory experience within a call centre or high-volume customer service environment.
    Experience working within call centers, preferably fundraising based and familiarity with telephone solicitation programs.

    Skills:

    Knowledge
    Knowledge of automated dialing system software and knowledge of computer information systems.
    Understanding of annual giving fundraising call centre strategies, preferably in a higher education setting.

    Skills
    Leadership skills including ability to train, supervise, motivate and work effectively with others.
    Effective interpersonal and communication skills to express relevant information in a clear and concise manner.
    Tact and diplomacy, and able to exercise sound judgment and show initiative.
    Effective organizational and administrative skills, including time management skills to develop, plan and coordinate programs.
    Effective skills in Microsoft Office Platform.
    Effective analytical and interpersonal skills.
    Ability to exercise independence in implementing responsibilities.
    Ability to think strategically, plan effectively, direct and manage campaigns/events to maximize staff talent and time.
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