MENUSummary of Position
The Mission Advocacy Center Manager is responsible for providing donor satisfaction through the implementation of
inbound and outbound calling resources; social media/email response; and donor record updates. This will include
developing, implementing and reviewing center policies and procedures while leading a team of effective telemarketing
specialists. The end goal is to serve our donors well by delivering a high quality, satisfying donor service experience;
generating revenue; and representing the values of St. Joseph’s Indian School in the best possible manner. This is an
exempt position.
Accountability
Reports to Director of Integrated Marketing
Core Responsibilities
Promotes and leads staff toward the organization’s mission, vision and values.
Inspires trust, develops staff and manages performance.
Responsibilities
1. Manages and directs all aspects of inbound and outbound Mission Advocacy Center operations in order to meet
both retention and donor service objectives.
2. Directs, implements and reviews Mission Advocacy Center policies and procedures. Establishes standards for donor
satisfaction, call volume and response time.
3. Motivates staff to achieve high performance goals while fully respecting donors. Measures and demonstrates team
and individual productivity and donor satisfaction objectives.
4. Creates a supportive, engaged, encouraging and achievement-oriented culture consistent with SCJ values.
5. Performs staffing functions including: recruit and hire new personnel, write and conduct performance evaluations,
make employment decisions and set up performance goals/targets.
6. Works with other departments to develop call scripts, training programs and appropriate donor responses through
multiple channels, i.e. phone, email, and social media.
7. Performs other responsibilities as required by the Director of Integrated Marketing.
Qualifications
Bachelor’s degree in business administration, management or related field.
Experience in customer service and/or call center operations is required.
Must be a self-motivated team player of excellent character and personal integrity
Must possess excellent communication and interpersonal skills
Should have a proven record of coaching and developing employees
Can demonstrate solid problem-solving skills and excellent management skills
Must be financially astute; understands what drives revenues and costs
Needs the ability to communicate the mission of St. Joseph’s Indian School in-depth
Physical Demands
Uses both hands and wrists repetitively for prolonged periods.
Driving is required.
Some supervision may require standing for prolonged periods.
Expectations of Hours Worked
Day shift Monday-Friday
Occasional evening or weekend work required
At least 40 hours/week