Call Center Manager
University of North Carolina Asheville - Asheville, NC

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Department:
Annual Giving

Division:
University Advancement

Classification Title:
University Program Associate - Contributing

Working Title:
Call Center Manager

Classification Type:
SPA

Salary Grade:
Not Applicable

Equivalent to Salary Grade:
62 (For employment/re-employment purposes only)

Position Number:
002067

Minimum of Salary Range:
$27,713

Maximum of Salary Range:
$50,670

Starting salary:
$13,500-$14,560 (budgeted hiring salary for 20 hours per week/12 months per year)

Work Hours:
Typical hours are Sunday-Thursday from 5:30 p.m. - 9:30 p.m. Occasional daytime hours and Fridays may be needed.

Terms of Employment:
Part-Time

Other Terms of Employment:
Position Contingent Upon Funding

Number of Months:
12 Months

Job Open Date:
07-08-2013

Job Close Date:
07-14-2013

UNC Asheville is the designated liberal arts institution in the UNC public university system and is located in the Blue Ridge Mountains of Western North Carolina. We encourage applications from traditionally under-represented minorities. UNC Asheville is committed to increasing and sustaining the diversity of its faculty, staff, and student body as a part of its mission and its commitment to excellence in the liberal arts. UNC Asheville is an Equal Opportunity/Affirmative Action employer.

Position Summary
Manage the student call center to raise funds from alumni, parents and friends of UNC Asheville.

Set goals, analyze data, and prepare reports to ensure that the call center runs effectively.

Supervise and motivate students to be positive brand ambassadors for UNC Asheville.

FLSA:
Non-Exempt

OA Category
Clerical and Secretarial (50)

Required Education/Experience/Skills (Minimum Qualifications)
Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred education/experience/skills:
The ideal candidate will have a Bachelor's degree in management, accounting, public relations or communications. Two to Five years of prior experience and/or training in phone solicitation, fundraising, sales, telemarketing or public relations are preferred. Strong oral and written communication skills are preferred. Experience with internal and external customer service is preferred. Proficiency with Microsoft Access, Excel, and Word is highly desired.

Knowledge, skills and abilities required:

CONTRIBUTING COMPETENCY EXPECTATIONS

Knowledge, Program and Organization:
Knowledge of federal and state policies affecting program areas. Ability to reference, research, and apply to address client and program needs. General knowledge of the purpose of the program's organization including its mission, services, clients and measures of business effectiveness. Ability to process daily actions and requests within established guidelines and with knowledge of operational processes and procedures. Ability to use applicable technology, web-based data systems and programs needed to complete work assignments.

Program Administration:
Ability to complete daily work to meet established deadlines and client needs for a program or within a program. Ability to collect, organize, and disseminate program information. Ability to generate standard reports. Ability to monitor and maintain accounting records.

Customer Service:
Ability to respond promptly and accurately to clients based on established policies and procedures. Ability to explain established procedures and practices in terms of client needs and business results and goals. Ability to follow up on issues needing policy interpretation with higher-level staff or supervisor and responds back to clients. Ability to develop and maintain productive and collaborative work relationships. Knowledge of the clients' mission, goals and needs.

Communication, Verbal/Written:
Ability to relay program information and explain processes to clients. Ability to respond to client needs within established parameters. Ability to request information needed to process work or to report factual information regarding work. Ability to document work as requested or according to guidelines. A higher-level staff member or supervisor may review some or all communication.

Information/Records Administration:
Ability to use applicable data management systems to maintain, manage, and monitor data for assigned program area(s). Ability to gather program data and information, and compile standard reports based on specific requests. Ability to explain and demonstrate for clients how to use software, databases and related forms and tools.

Vacancy Number:
0060650

Special Instructions to the Applicant:
Official transcripts are required upon employment, and will be requested directly from the educational institution(s) by Human Resources. Any expense will be the responsibility of the employee. Educational degrees required must be from an appropriately accredited institution.

If no applicants apply who meet the required competency and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

It is the policy of UNC Asheville to conduct pre-employment background investigations on all candidates selected for employment. If hired, the candidate will be required to submit proof of eligibility to work in the United States. New employees are paid only by direct deposit to the financial institution of their choice.

The following link will provide information that is required to be reported to the U.S. Department of Education as part of The Jeanne Clery Act. http://publicsafety.unca.edu/sites/publicsafety.unca.edu/files/2012AnnualSecurityandFireReport.pdf

To apply, please visit: http://careers.unca.edu/applicants/Central?quickFind=51355

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