Manager, Call Centre

1 week ago

Toronto, Ontario, Canada York University Full time

Purpose:


The Division of Advancement promotes York University's teaching and research priorities by engaging our diverse community of alumni and friends to build long-term mutually beneficial relationships to secure philanthropic support for the University's students.


Our division is comprised of four departments:

  • Advancement Services & Operations is the administrative and technology support unit for all Advancement activities
  • Alumni Engagement provides programs, services, and engagement to over 350,000 York alumni worldwide
  • Development leads efforts to promote and secure philanthropic support from alumni, donors, friends, corporations, and foundations
  • Advancement Communications & Marketing works to promote and communicate alumni and donor messages along with direct marketing services for alumni and donor engagement


Our mission is to inspire and cultivate meaningful engagement and philanthropic support within our diverse communities to advance York University's excellence in education, research and community service.

We accomplish our mission through our values of accountability, collaboration and entrepreneurship.

In support of this mission, the Manager, Call Centre, works with the Associate Director, Annual Giving in the coordination and management of the York University Call Centre activities including the recruitment, hiring, scheduling, performance management and management of the day-to-day operation of a fully automated Call Centre.

The Manager is also responsible for the daily maintenance and operation of the automated dialing system, which is used to contact over 100,000 of York University alumni, parents and friends on a yearly basis.

The objective of the Call Centre is to deliver pertinent information to alumni, parents and friends, update demographical information, and acquire financial support for York University.


Education:

Post-secondary diploma.

Experience:

3 years related experience.
2 years experience managing telemarketing programs and/or Call Centre operations.
1 year management or supervisory experience within a call centre or high-volume customer service environment.
Experience working within call centers, preferably fundraising based and familiarity with telephone solicitation programs.

Skills:

Knowledge
Knowledge of automated dialing system software and knowledge of computer information systems.
Understanding of annual giving fundraising call centre strategies, preferably in a higher education setting.

Skills:

Leadership skills including ability to train, supervise, motivate and work effectively with others.
Effective interpersonal and communication skills to express relevant information in a clear and concise manner.
Tact and diplomacy, and able to exercise sound judgment and show initiative.
Effective organizational and administrative skills, including time management skills to develop, plan and coordinate programs.
Effective skills in Microsoft Office 365 Platform.
Effective analytical and interpersonal skills.
Ability to exercise independence in implementing responsibilities.
Ability to think strategically, plan effectively, direct and manage campaigns/events to maximize staff talent and time.

Additional Notes:

Note:
Verification of degree(s)/credential(s) is required.
Normal office work environment.
Shared open workspace in a call centre with 12 calling stations.

-
Compensation:


York's CPM Compensation Framework has a salary grid consisting of 6 or 8 steps (depending on job grade) which is reviewed annually with possible adjustments, and a lump sum Performance Based Recognition Award.

Employees will receive the grid adjustment and depending on performance, eligible permanent employees may move to the next step of the grid and may receive a lump sum Performance Based Recognition Award.

Visit the CPM Compensation page on the HR Website to find out more about York's CPM Compensation Program.

***
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
***
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
********PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.

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