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.

Other

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.

Qualifications

  • 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 hr@supportuw.org. Review of applications will begin on February 8, 2017.

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

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