RuffaloCODY - Cedar Rapids, IA

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The supervisor will be responsible for management and administrative duties related to the professional caller development, on-going caller coaching and mentoring, individual caller and program performance metrics in the Fundraising Management Division. The supervisor role requires a firm understanding of the commonly used concepts, best practices, and analytical tools necessary to ensure meaningful and effective engagement via telephone conversations.


Reports to: Senior Operations Manager

Supervises: Call Center Reps, Lead Callers

  • Manage, coach, and mentor call center representatives and lead callers to ensure their professional and personal development as fundraisers and data collectors.
  • Responsible for implementation, coordination, of strategies, information, and procedures necessary for reps to perform their jobs efficiently.
  • Set expectations for reps by providing coaching and counseling, communicating performance metric expectations, and administering disciplinary action when necessary.
  • Convey a professional and positive image internally and externally.
  • Communicate effectively via phone and through e-mail.
  • Responsible for statistical analysis.

QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:

  • High school diploma or equivalent
  • Previous call center experience
  • Ability to inspire, support and lead team members in a high energy environment
  • Ability to plan and prioritize work tasks / functions
  • Willingness to learn industry best practices and processes
  • Ability to communicate in an appropriate and professional manner
  • Willingness to work an afternoon / evening schedule
  • Infrequent light physical effort required
  • Must be able to work in an environment where the noise level is moderate
  • Proficiency in Microsoft Office products (MS Word, Excel, etc.)

  • Associate‚Äôs degree or equivalent
  • Previous leadership experience

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