Ave Maria University is accepting applications for a full time exempt position of Phone Center Program Manager

Ave Maria University is a Catholic, liberal arts institution of higher learning dedicated to the formation of joyful, intentional disciples of Jesus Christ through Word and Sacrament, scholarship and service. The University offers thirty undergraduate B.A./B.S. degrees in addition to an M.A. and Ph.D. in theology, and is located in Southwestern Florida in the town of Ave Maria.

Primary Purpose:

With the leadership and direction of the Vice President for Institutional Advancement, the Phone Center Program Manager raises financial support critical to meeting Ave Maria University’s mission priorities, specifically annual gifts. In the capacity s/he develops, plans, manages, coordinates, executes, and analyzes the activities of the Ave Maria student phone center. This position oversees the general operations of the entire Phone Center, including student hiring, training and supervising student callers and managers, establishing schedules, managing computer database files, and follow-up on pledges and gifts made through the Phone Center. The program manager will supervise 20 to 30 paid student employees.

Essential Duties and Responsibilities:

• (40%) Prepares for and manages calling shifts (evenings and daytime). Establishes shift, team and individual caller goals to motivate students and to improve productivity and efficiency. Consistently monitors overall shift and caller progress through the calling shift and provides guidance as needed. Creates and updates calling scripts as appropriate for each shift’s calling based on the audience and purpose of each shift’s calling including both solicitation and stewardship contacts. Generates a comprehensive shift report along with statistical data at the conclusion of each shift.
• (20%) Reviews, assesses, interprets analyzes, and reports on calling trends, return on investments, and sets appropriate strategies for improvements and enhancements to the program that include daily and weekly reports and maintain staff records.
• (10%) Recruits, hires, trains, and manages top student talent for all Phone Center roles, callers and student managers:
  • Conduct interview sessions to hire new student callers.
  • Create and conduct a highly effective student caller training program.
  • Develop top talent to support broader needs of Institutional Advancement beyond Phone
  • Center requirements
  • Ensure paperwork and payroll are accurately prepared and completed in a timely
  • manner.
  • Ensures proper attendance and high caller performance through monitoring and
  • counseling
  • Deal with isolated incidents and difficult callers.
• (10%) Monitor daily processing of pledge information:
  • Ensure pledges are accurately entered on Raiser’s Edge and mailed daily
  • Ensure Handle-by-Email responses are processed and letters are sent
  • Ensure all other responses to the phone calls made are entered in Raiser’s Edge
• (10%) Preliminary set up for calling:
  • Obtain lists of people to be called- run though phone append if needed • Write and update approved scripts
  • Print calling cards
• (10%) Special Project/Event Assistance
  • Provide assistance to other Institutional Advancement areas with special projects (correspondence, giving appeals, etc.) and events (Student Thank You note writing projects, Alumni reunion events, etc.)

Education: Bachelor’s Degree required

Experience: Ability to work in a fast paced environment with a capacity to adapt and lead change while part of a high functioning team required. Supervisory, management, and leadership experience preferred. Knowledge of and ability to use Blackbaud, Inc. Raiser’s Edge 7, Microsoft Office, Customer Relationship Management (CRM) tool training, and familiarity with social media highly desirable.

Knowledge, Skills and Abilities:

• Excellent interpersonal and telephone communication skills, writing, speaking, and organizational skills;
• Ability to establish an organized system of donor and prospect identification and evaluation involving potential leadership donors;
• Self-motivated and self-directed with ability to work as a team member, while able to complete and conduct work independently;
• Ability to balance multiple priorities and meet deadlines in a fast-paced office environment;
• Ability to work with the short and long-term goals of the Institutional Advancement and establish strategies for reaching those goals;
• Maintain sensitivity, discretion, and tact in working with confidential information;
• Ability to be effective in the use of resourced including time, talent, finances, etc.;
• Ability to interpret, analyze, and disseminate results/outcome in working independently and as a team member;
• Commitment to the mission and the values of Ave Maria University and Catholic higher education.

Physical Skills and Abilities:  Depending on the assignment, may require ordinary ambulatory skills sufficient to visit other locations; or ability to stand, walk, and manipulate (lift, carry, move) light to medium weights of 10 – 50 pounds. Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, visual acuity to use a keyboard, operate equipment, and read technical information.

Working Conditions: Work is performed indoors with some potential for exposure to safety and health related to electronics work.

To Apply:  Please submit resume and cover letter to the Associate Vice President for Institutional Advancement: [email protected] and cc the Director of Human Resources: [email protected].

Ave Maria University does not discriminate in employment opportunities, practices or the terms and conditions of employment based on race, color, sex, national origin, age, disability, or any other characteristic protected by federal, state, or local law.