Badger Call Manager

The Wisconsin Foundation & Alumni Association (WFAA), the private fundraising and alumni relations organization for the UW-Madison, is recruiting a bright, creative and energetic professional to oversee the day-to-day management of the student caller phone program (Badger Call). This position will be responsible for increasing both unrestricted dollars raised and overall alumni giving participation.

Badger Call is a phone outreach program conducted by a team of student callers as part of a broader multi-tactic integrated marketing and advancement effort.  Last year, badger Call accounted for $2.8million and over 14,000 gifts.

Primary responsibilities will include:

Call Center Management Execution (40%)

  • Lead the strategic direction for nightly shifts.
  • Execute calling strategy for acquisition, renewal, upgrade and stewardship campaigns to meet annual goals.
  • In conjunction with the Annual Giving & Marketing teams, develop annual Badger Call strategic plans to meet specified annual campaign goals.
  • Ability to take ownership of a program including innovative and creative approaches to maximize the potential of the Badger Call.
  • Manage correspondence, questions and research generated by the telephone program.
  • Ability to deal with difficult situations independently and efficiently.

Analytics, Reporting and Insights (30%)

  • Produces campaign reports and key performance metrics to report and optimize phone channel efficiency.
  • Monitor, evaluate, and benchmark key performance indicators and report performance to senior leadership.
  • Provides insights on campaign results and recommends improvement opportunities.
  • Analyzes daily, weekly and quarterly statistics to offer insight on statistical trends.

Recruitment and Supervision of Badger Call Employees (20%)

  • Recruit, screen, interview and hire qualified applicants for student caller and management
  • Manage and provide mentorship and employee development opportunities for student managers, focusing on maximizing returns in all operations of the Badger Call with optimal efficiencies.
  • Assembles and manages employees regarding technique, performance, attendance, etc., including addressing issues and concerns.
  • Conducts performance reviews and recommends advancement opportunities.
  • Create a successful motivational plan for staff to increase retention and enhance channel performance.
  • Develop new and creative ways to utilize student callers.

Other Duties, as needed (10%)
Support a service-oriented atmosphere in accordance with WFAA mission, values, and philosophy

  • The transforming impact of the UW Madison;
  • The treatment of all with high ethical and behavioral standards including honesty, integrity, respect, courtesy, and dignity;
  • The spirit, involvement, participation, engagement, and impact of alumni and friends with the UW-Madison and with each other;
  • The joy of giving and the power of philanthropy;
  • The interdependent nature of all aspects of the Parties’ collective relationships in fulfilling their missions; and
  • The highest level of stewardship of the investment of donors’ philanthropy in support of the UW-Madison and the relationships and trust accrued through alumni development and engagement activities.


This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


  • Bachelor’s degree required;
  • Able to use metrics to drive decisions;
  • Minimum of 2 years of experience leading large teams in nonprofit, sales, customer service, marketing or another comparable field;
  • Experience with automated dialing software, especially CAMPUSCALL;
  • Microsoft Office experience required, with a strong preference toward intermediate/advanced Excel skills
  • Demonstrated knowledge and use of best practices of a call center;
  • High degree of written and oral communication skills. Ability to take initiative and work independently, as well as to organize work priorities, multi-task, and meet established deadlines.
  • Ability to break down complicated concepts into teachable topics;
  • Accuracy and attention to detail;
  • Excellent interpersonal skills
  • Demonstrates clear leadership ability and sets expectations.

This is an exempt, full-time position reporting to the Director of Start-Up Campaigns. We offer a competitive salary and an excellent benefits program.

Please contact Human Resources if you have any questions at Review of applications will begin on February 8, 2017.

To apply, please submit cover letter and resume in a single attachment.

Apply Online