Student Master Call Center Lead
Job no: 498628
Department: VP of University Advancement
Location: Oxford, OH
Work type: Student
Categories: Office, Clerical, Administrative Support, Other, Student Services
Student Master Call Center LeadSalary/Grade:
9.50/hr - 10.60/hrJob Summary:
This position requires strong verbal communication and leadership skills, a problem-solving mentality, the ability to think strategically in a fast-paced environment, and a genuine desire to advance the mission of Miami University. Supervising callers for the Phonathon is an excellent opportunity to develop your communication, negotiation, and fundraising knowledge and expertise while honing your leadership skills and networking with a wide variety of members of the RedHawk family.
● Arrive 30 minutes early to help set up shift (receive instructions from the Assistant Director of Annual Giving)
● Leave up to a half hour after the shift is completed
● Work one shift per week as a caller
● Have a positive attitude on and off the phones
● Set a good calling example by always following the steps of the phone call
● Set a good example of professionalism by following Policies and Procedures
● Build team atmosphere and employee ownership
● Provide feedback to new callers as well as leadership team
● Ineligible to go home early
● Work with leadership to discreetly handle any confidential or performance-based information regarding coworkersEssential Duties:
Commit to a minimum of three 3-hour shifts per week. The shift times are tentatively set for Monday-Thursday 6:00p to 9:00p.
o Update and manage any caller trackers/spreadsheets/forms/paperwork
o Answer caller and mentor questions and provide moral support and encouragement
o Facilitate game playing, friendly competition and themes for virtual calling shifts
o Lead nightly statistical tracking via white board and other methods
o Provide on-the-fly feedback to portions of the call that are overheard
o Manage and complete and administrative tasks such as updating the Caller Tracker, scheduling interviews, and the like
o Share observations with the Assistant Director of Annual Giving on the strengths and areas of opportunity of the program and callers
o Assist callers in dispositioning prospects and answering other questions
o Train new callers on the Guided Fundraising calling platform during their Initial Caller Training – B shift (2nd shift of working for the Phonathon).
o Complete monitor forms and diplomatically disseminate the strengths and areas of opportunity of the phone call
o Ability to pull individual or small groups of callers aside to provide specific coaching and training on the steps of the phone call
o Ability to deliver an Initial or Advanced Caller Training information to one or more new callers
o Knowledgeable on which callers are trained on which constituents and able to determine which callers should be assigned which prospects
o Gain working knowledge of the Manager portion of the Guided Fundraising calling platform in order to assign callers to Calling Pools
o Review real-time and historical Guided Fundraising reports to make judgements and recommendations on calling strategies and course corrections
o Other duties as assigned by the Assistant Director of Annual GivingMinimum Qualifications:
● Student at Miami University
● Physically located in Oxford, OH
● Enrolled for a minimum of 6 credit hours
● Minimum 2.5 GPA
Prior experience in Miami University’s call center. Supervisor-level experience is a plus.Preferred Qualifications:
Prior experience in Miami University’s call center. Supervisor-level experience is a plus.EO/AA Statement/Clery Act:
Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment should be directed to [email protected] or 513-529-3560. As part of the University’s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University’s Annual Security & Fire Safety Report at: http://www.MiamiOH.edu/campus-safety/annual-report/index.html, which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at (513) 529-2223.
A criminal background check is required. All campuses are smoke- and tobacco-free campuses.
For questions regarding reasonable accommodations for disabilities, or to follow-up with a request, please contact [email protected] or (513) 529-3560.
Advertised: 27 Apr 2021 Eastern Daylight Time