The Annual Giving telefunding manager is responsible for the day-to-day operation of the USD Annual Giving telefunding program and assists the associate director with other projects as assigned. The manager will oversee telefunding operations, including: hiring of staff, interaction with Human Resources and Payroll, script writing, budget management, equipment maintenance, and statistical reporting. The manager supervises day-to-day activities of student callers and managers including providing ongoing training, incentive programs, and motivational strategies. This position will manage scheduling to see that all call stations are filled each shift, working closely with the Offices of Development and Advancement Services to optimize list segmentation in accordance with strategies developed by the associate director and director of Annual Giving. The manager will periodically review short- and long-range goals and reevaluate overall productivity. When necessary, manager responds to constituent questions and concerns in a timely and appropriate manner.

Duties and Responsibilities: 

Shift Management/Supervision

• Recruit and hire students for USD’s Telefunding Center. Work with Human Resources as needed in the hiring of staff and maintenance of related paperwork; conduct background checks in accordance with university policies.
• Create and maintain training materials and conduct training programs each semester for prospective student callers as part of hiring process. Provide ongoing training and coaching for all callers.
• Direct and manage student managers and callers for each shift in call center.
• Create and implement an incentive program for student callers. Monitor data flow between the calling software and CRM platform as it pertains to pledge entry and demographic updates. Monitor reporting output from calling software and distribute reports, as necessary, to associate director and director of Annual Giving and others in USD development group.
• Review and apply year by year statistical data and based on those findings recommend appropriate segmentation strategy for each annual calling campaign.
• Work with each academic unit’s director of development in scripting and segmenting for annual telefunding campaign to their alumni.
• Work with assistant director for School of Law Annual Giving in planning segmentation and scripting for School of Law telefunding program and provide statistical reports unique to the School of Law campaign.
• Coordinate pledge fulfillment program, including oversight of all annual giving pledge reminders. Serve as first-line of response for any constituent inquiries regarding USD telefunding efforts and effectively handles donor questions or concerns by phone or mail. Consults with associate director as needed.

Office and Systems Management

• Maintain and operate automated calling system including upgrades and integration with CRM platform.
• Research and troubleshoot through data systems, as necessary. Prepare weekly calling reports by project/segment, final reports as each campaign is completed, and annual analysis report comparing all projects/segments compared with previous years.
• Assist in creating and modifying reports from the calling software and CRM platform, as needed.
• Maintain efficient filing system for calling staff and call center statistics.
• Maintain computers, dialers, headsets and all related equipment.
• Maintain inventory of office supplies and replaces supplies and parts in a timely manner.

Donor Management

• Coordinate pledge fulfillment program, including oversight of all initial and subsequent pledge reminders.
• Partner with the assistant director of Donor Relations to establish stewardship strategies that feature student callers
• Effectively handle donor questions and/or concerns by phone, mail, or email (in consultation with associate director, as needed).
• Review comments left by student callers and follow up with prospect requests accordingly.
• Partner with Alumni Relations to feature a student caller each semester in the Alumni newsletter.
• Update and maintain the Telefunding website to establish trust and transparency with prospects.
• Support associate director in coordination of Senior Class Legacy program.Support Development with reunion class gift solicitation calling, when requested.

Professional Development/Other Responsibilities

• Responsible for keeping up to date with annual giving trends through research and professional development opportunities, especially in the area of phonathon management.
• Utilize USD Telefunding Instagram to promote Telefunding and engage with current/past callers and donors.
• Assist associate director and director of Annual Giving in long-range planning.
• Other duties as assigned by the associate director.

Special Conditions of Employment:

• Weekend and evening work is required for telefunding shift supervision.
• From time to time, attendance will be required for purposes of professional development, training meetings, conferences, or volunteer committee meetings that relate to the work of this position.

The University of San Diego is requiring all employees to follow our Covid-19 vaccine requirement process. https://www.sandiego.edu/onward/

Background check:  Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.

Minimum Qualifications: 

• Bachelor’s degree required.
• Two years’ experience in annual giving/telemarketing or sales.
• Ability to recruit, train, manage, motivate, and supervise Telefunding Center staff.
• Excellent written and oral communication skills required as well as exceptional critical listening and thinking skills. Command of the English language, including AP writing style, and standard grammar, spelling, punctuation, syntax, and proofreading skill.
• Strong organizational and planning skills for balancing multiple campaigns and tasks. Strong computer skills (especially Microsoft Excel, Outlook and Word) and proficiency with donor database/prospect management systems is essential for success in this position.
• Must demonstrate strong analytical skills and superior attention to detail with a high degree of accuracy. Must be able to work independently, taking initiative and setting priorities in a dynamic environment of regular interruptions, multiple projects, and deadlines.
• Must be friendly and personable; mature with a positive attitude.

Preferred Qualifications: 

• Managerial experience preferred.

Performance Expectations: Knowledge, Skills and Abilities

• Commitment to working as a member of a team and collaborate with colleagues.
• Strong sense of integrity and ethical conduct. Cultural competency and sensitivity a must; ability to understand different cultural contexts and viewpoints, demonstrate respect for others, adapt to different cultural settings; and accept cultural differences.
• Understand the role of technology in annual fundraising and exhibit the ability to effectively utilize sophisticated fundraising software.
• Ability to produce and utilize statistical data for evaluation.
• Skill in investigating, analyzing, and solving problems.
• Ability to handle confidential and sensitive information with tact and discretion.
• Knowledge of USD’s policies and procedures.

Posting Salary: 

$5,200 – $5,330/month; Excellent Benefits

The University of San Diego offers a very competitive benefits package including; medical, dental, vision, a retirement contribution given to you by the University, and access to on-campus Fitness Centers.  Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer.